Customer Success Operations Manager

7 months ago

Montréal, Canada Connect&Go Full time

We are Connect&GO, an integrated software powering attraction venues all around the world by empowering our clients to simplify their operations, increase their revenue and focus on their guests. However, our mission goes beyond business success. Within our team, we embrace and celebrate authenticity. We firmly believe in being true to ourselves and we encourage you to do the same. By joining our team, you become a part of something truly unique and inspiring.

Here, we thrive on seizing bold opportunities and challenging the status quo. We embrace change and push boundaries to achieve greatness. But it's not all work and no play We believe in having a fantastic time while pursuing our goals. We understand that a little bit of fun and laughter can unlock our creative potential, enabling us to unleash our most innovative thinking.

We are seeking a Customer Success Operations Manager to join our team and help scale our customer success function to meet the demands of our growing client base. The mission of the Customer Success Operations Manager at Connect&GO is to lead the implementation of scalable processes and execute customer success strategies that ensure the successful adoption, retention, and growth of customers using our all-in-one operations management platform in the attractions industry. You will work closely with the VP of Customer Success to manage and optimize our teams' tools, systems, playbooks, templates, documentation, and key metrics to ensure we continuously create successful partnerships with our customers.

**What **you’l**l** **d**o** **a**s** **o**u**r **Customer Success Ops Manager**:

- Develop and implement customer success strategies that align with company goals and objectives, ensuring customer satisfaction, retention, and growth.
- Design and coordinate processes and playbooks that drive customer outcomes and improve efficiencies.
- Monitor and analyze customer usage and feedback to develop insights and recommendations for improving the customer experience and increasing retention and growth.
- Collaborate with cross-functional teams to optimize customer onboarding, adoption, and success.
- Own the customer success metrics and KPIs, including churn rate, customer lifetime value, and customer satisfaction, and regularly report on progress.
- Collect and process data from various sources, synthesizing meaningful and actionable insights.
- Prepare and maintain key dashboards for executives and the Customer Success team.
- Develop and manage customer success processes, including customer onboarding, training, and support, ensuring consistency and scalability across the customer base.
- Stay up to date on industry trends and best practices in customer success, sharing insights and recommendations with the team.
- Enable the Customer Success team through training, guidelines, and process documentation.
- Provide day-to-day support for the customer success team.

**What you will bring to the role**:

- 5+ years of experience in customer success operations, account management, or a related field, preferably in the attractions industry or a related field.
- Strong analytical and problem-solving skills, with the ability to use data to drive decisions and measure success.
- Experience with Zapier and Snowflake.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.
- Proven track record of driving customer success, retention, and growth.
- Strong project management and organizational skills, with the ability to manage multiple projects simultaneously and meet deadlines.
- Experience with customer success tools and platforms, such as CRM systems and customer analytics tools. Experience with Planhat and Zendesk is a plus.
- Passion for the attractions industry and a desire to help customers succeed.

In addition to our outstanding company culture and commitment to inclusivity, there are other exciting benefits awaiting you:

- Enjoy a refreshing 4-day work week.
- From day one, access extended health and dental benefits, ensuring your overall well-being is prioritized from the start of your journey with us.
- Take advantage of up to 4 weeks of annual PTO, including 3 weeks of vacation and 1 week off between Christmas and New Year's.
- Celebrate your birthday with a day off
- Have the flexibility of unlimited sick days.
- Empower your growth and development with access to external training, invaluable mentorship, and comprehensive learning resources. Expand your skill set and knowledge base to focus on your career goals.
- Maximize your fitness and well-being with our Fitness Allocation Program, where you can receive support for your physical health goals. Invest in your wellness and enjoy the benefits of a healthier lifestyle.

You can be part of something truly special Our company's values are the heart and soul of our operations, influencing every single action we take.

**Supporting Work-Life Balance**

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