Customer Success Operations Manager
Fenix24
full-time
Posted on:
Location Type: Remote
Location: United States
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Tech Stack
About the role
- Design, implement and manage customer success workflows to drive efficiency and consistency in service delivery.
- Collaborate cross functionally to develop playbooks and standard operating procedures (SOPs) for onboarding, renewals, escalations and risk mitigation.
- Develop and maintain customer health scores and retention dashboards using tools like SurveyMonkey and Salesforce.
- Provide data driven insights to Customer Success Managers (CSMs) to proactively address churn risks and identify expansion opportunities.
- Create, track and report on all Managed Protection services to ensure clients are receiving maximum value.
- Own and optimize CS technology stack to enhance customer interactions and reporting.
- Work with Business Intelligence teams to integrate data sources and improve automation of key processes.
- Partner with our battalions to ensure a seamless customer experience from onboarding to renewal.
- Develop and deliver training and best practices for CSMs on tools, workflows and customer engagement strategies.
- Support leadership with quarterly business reviews
- Additional responsibilities as assigned.
Requirements
- 3-5+ years of experience in Customer Success Operations, Sales Operations or related roles with a Managed Services or SaaS environment.
- Strong understanding of Customer Success frameworks, retention strategies and service delivery models in a Managed Services context.
- Data driven mindset with experience in Salesforce, PowerBI, SQL, Excel and other analytics tools.
- Strong project management skills and ability to drive cross-functional initiatives.
- Excellent analytical, organization, and problem-solving skills.
- Demonstrated strong written and oral communication skills, including strong relationship building skills and leadership capabilities.
- Ability to form relationships across all levels of the company while modeling Conversant’s Culture and Values.
- Ability to apply general rules to specific problems to produce conclusions and responses.
- Strong analytical and problem-solving skills with high attention to detail.
- Ability to communicate effectively, both verbal and written.
Benefits
- Private health insurance
- Mental health and wellness programs
- Company-matched pension scheme
- Life insurance and income protection insurance
- Monthly fitness/gym membership allowance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Success OperationsSales OperationsManaged ServicesSaaSCustomer Success frameworksretention strategiesservice delivery modelsSalesforcePowerBISQL
Soft Skills
project managementanalytical skillsorganization skillsproblem-solving skillswritten communicationoral communicationrelationship buildingleadership capabilitiesattention to detail