Customer Operations Manager

As the first Customer Operations Manager for our Post-Sales team, you’ll partner closely with our Post-Sales Leadership to develop, maintain, and scale our customer success strategy. You’ll be able to influence decision-making on core Post-Sales initiatives and help define the foundations of success for a highly efficient organization. This role is focused on creating scale within our customer-facing teams by optimizing existing processes, innovating how we use our go-to-market tools, and providing structured programs so that our customer-facing teams can drive the highest impact for our customers.

Responsibilities

Define and implement lifecycle processes in conjunction with Post-Sales leadership to support customer outcomes and drive business growth; Assist in establishing appropriate touch points throughout the customer journey (pre and post-onboarding); Develop methodology, processes, and systems that support our customer engagement methodology across all customer segments and teams; Research, evaluate, recommend, and implement tools that increase efficiency of the Post-Sales team; Operate as a thought partner to the business by identifying opportunities for future-proofed process automation and optimization, with a focus on scalability; Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes; manage deployment of processes; Design and build key reporting for Post-Sales leadership team including but not limited to: customer adoption, sentiment, advocacy, and business results (e.g. renewals, expansions, churn); Collaborate with enablement teams to manage training schedule during new hire onboarding and continual education; Work cross-functionally to support critical Customer Success and Solutions Engineering initiatives that require buy-in and collaboration from teams across the company (e.g. feature request process, renewals management, marketing reach-outs)

Requirements

A minimum of 5+ years of experience in Go-To-Market operations, strategy, or business consulting in a SaaS company; Deep understanding of key Customer Success concepts, metrics, and processes / best practices; Track record of success contributing to strategic improvements, advocating for them internally, and managing their end-to-end deployment; Ability to operate well in fast-paced environments and prioritize initiatives and excel under ambiguity; Strong attention to detail and excellent written and verbal communication skills; Collaborative; Comfortable analyzing and visualizing data in Excel, Salesforce, SQL, and BI tools (Looker, Tableau, etc.); Ability to tell a story with data that creates a compelling narrative for business stakeholders

Nice to have

Direct experience in a Customer Success or Solutions Engineering role is a plus

Benefits

medical, dental, and vision; 3% 401(k) contribution; unlimited PTO; quarterly mental health days; family planning benefits; professional development stipend; wellness benefits; among others