Description:

About the job:

We are seeking a dynamic Customer Success and Services Operations lead to drive customer satisfaction, retention, and growth while optimizing operational processes across our customer-facing teams.

This role combines strategic customer relationship management with operational excellence to ensure seamless customer experiences and scalable business operations.

Key Responsibilities:

- Design and optimize customer success processes and workflows

- Establish and track key performance indicators (KPIs) for customer success metrics

- Help with the implementation/configuration of customer success technology stack (CRM, CS platforms, analytics tools)

- Create standardized processes for customer onboarding, support escalation, and renewal management

- Develop customer segmentation strategies and playbooks

- Manage resource allocation and capacity planning for customer success team

Data Analysis and Reporting:

- Locate, gather, and organize relevant data from various internal and external sources.

- Ensure the accuracy, completeness, and quality of data by implementing data validation techniques and audits.

- Create comprehensive reporting dashboards for leadership and stakeholders

- Develop and maintain dashboards, reports, and analytics to track key performance indicators (KPIs) for Customer Success.

- Analyze data to provide actionable insights and recommendations to support customer retention and satisfaction initiatives.

- Support ad-hoc reporting needs and provide analytical support for ongoing projects.

Cross-functional Collaboration:

- Partner with Customer Success Managers and other stakeholders to understand business needs and translate them into process improvements and reporting solutions.

- Work closely with IT, Product, and other teams to ensure seamless integration of data systems and tools.

Process Documentation & Maintenance:

- Develop, document, and maintain standardized processes for the Customer Success team.

- Continuously review and refine processes to ensure efficiency and alignment with company goals.

- Create and update process documentation, manuals, and guides to ensure consistency and clarity.

Qualifications:

Education:

- Degree in business, Finance, Data Analytics, Information Systems, or related field.

Experience:

- 7+ years of experience in a similar role, preferably within Customer Success, Professional Services, Operations, or Data Analytics.

- Experience with data management, reporting, and analysis tools (e.g., Excel, SQL, Tableau, Power BI).

- Experience in process documentation and improvement initiatives.

Skills:

- Proficiency with CRM systems (Salesforce, HubSpot, etc.)

- Experience with customer success platforms (Gainsight, ChurnZero, Totango)

- Strong analytical skills with proficiency in Excel/Google Sheets and data visualization tools

- Excellent attention to detail and commitment to data accuracy.

- Proficiency in process documentation and workflow design.

- Effective communication and collaboration skills with cross-functional teams.

- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment