Manager - Customer Success Operations - SaaS

We're hiring a Customer Success Operations Manager for a SAAS company

You will report into the VP (or Director) of Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

Responsibilities :

- Reporting : Report to executives and the board on past results and renewals and upsell forecasts, e.g. through dashboards and presentations

- Analysis : Track leading indicators of renewals and upsell, and analyze them to understand what's going well and what's not

- Alerts : Monitor and inform against upcoming renewals, changes in adoption, usage

- EBR : Facilitate CSMs in creation of EBR documents

- Customer Lifecycle : Determine the timing and content of touchpoints for CSMs along the customer journey, to drive optimal adoption and net promoter score

- External Communications : Coordinate with Communications leads to synchronize email outreaches with CSM touch points

- NPS : Run NPS program for clients along with VP CSM and Marketing team

- Risk Management : Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation

- Opportunity Management : Identity top candidates for upsell

- Cross-Functional Coordination : Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers- needs, including processes for CSMs to:

- Relay customer feedback to the Product team

- Align with the Support team on resolution of major cases and report bugs to the Engineering team

- Provide feedback to Sales on the readiness of our customers

- Help the Onboarding team overcome any delays in implementation

- Team Structure : Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs

- Compensation : Determine the metrics on which bonuses are based, and define targets for those metrics

- Enablement : Provide materials and data that help CSMs work more effectively

- Systems : Implement and manage software that facilitates CSM activities

- Ensure <tool> is our company's single source of truth for customer health

- Create dashboards to measure customer success

- Develop ideas for how teams can use <tool>, and share during our monthly CSM sync

Required :

- 3+ years in Customer Success functions at a Enterprise/ B2B SAAS companies

- Passion for designing processes that scale

- Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions

- Enjoys - getting their hands dirty- by digging into complex operations

- Takes a high degree of ownership over their work

- Clear communicator with professional presence

- Strong listening skills; open to input from other team members and departments

- Ability to lead through influence

Preferred :

- Previous experience in similar role

- Exposure to Logistics/ Retail/ Manufacturing industries

- Exposure to EMEA / APAC Market