Customer Success Operations Manager

Job Description

• Lead the implementation of best practices in Customer Success operations, focusing on maximizing efficiency and effectiveness in customer engagement and retention. • Drive process improvements, change management, and operational excellence within the Customer Success team. • Ensure high data accuracy in Salesforce for customer information, interaction tracking, and success metrics. • Manage and optimize the use of Salesforce and other CS platforms, handling support requests and advanced administrative needs. • Proficiency in using key performance indicators (KPIs) and metrics to measure and improve customer service performance • Strategically manage and enhance the Net Promoter Score (NPS) program, leveraging insights to drive improvements in customer satisfaction and loyalty • Collaborate with cross-functional teams to implement action plans based on NPS feedback, ensuring continuous enhancement of the customer experience • Collaborate with cross-functional teams to develop streamlined workflow processes and standards for Customer Success. • Stay updated with the latest developments in Salesforce, advising on and implementing new features and best practices. • Handle complex data management tasks and oversee the management of Sandbox and release processes in the CS platforms. • Lead change management initiatives, ensuring clear communication and training for stakeholders. • Evaluate business and technical requirements, addressing security risks and proposing solutions. • Develop and maintain training materials for end-users, conducting training sessions as needed. • Provide critical support and resolution for application issues impacting Customer Success.

Qualifications

• Bachelor’s degree in Business, Computer Science, or a related field. • At least 5 years of experience in Customer Success operations, preferably in a SaaS environment. • Minimum of 3 years of experience in managing Customer Success platforms, notably Salesforce and CS platforms (Gainsight/Churnzero) . • Strong Salesforce skills are essential; Gainsight/Churnzero experience is highly preferred. • Demonstrated ability to implement best practices in Customer Success operations. • Proven experience in interfacing with cross-functional teams and leadership. • Excellent leadership, communication, and presentation skills. • Ability to translate multiple stakeholder requirements into clear, actionable plans

Benefits

• Employee Assistance Program with free counseling sessions available • Flexible Time Off: take time off when you need it without worrying about available hours • 10 paid holidays + 1 floating holiday • Generous annual bonus opportunity • iCREATE Employee Recognition Program • Insurance : Choice of Medical, Dental, and Vision plans • Wellness Program including discounts on medical premiums • Health Savings Account • Flexible Spending Account • Volunteer Time Off • 100% Company-Paid Parental leave • 401(k) with Employer Match • 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance • Company-Sponsored 529 College Savings Plan • Corporate Discounts on Retail, Travel, and Entertainment • Pet Insurance options