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Customer Success Operations Manager
2 months ago
We're seeking a highly skilled Customer Success Operations Manager to join our team at AgencyAnalytics. As a key member of our Operations team, you'll play a pivotal role in driving customer success and revenue growth.
Key Responsibilities- Customer Onboarding: Refine our onboarding processes to ensure customers quickly achieve value and improve NPS and CSAT.
- Expansion Opportunities: Identify and propose expansion opportunities for different customer segments using in-app customer data to drive product-led growth.
- Churn Mitigation: Analyze user behavior and implement automated solutions to proactively reduce churn, tracking effectiveness through metrics like Churn Rate, NRR, TTV, and NPS.
- Team Enablement: Equip Customer Success and Support teams with the right tools and processes, optimize HubSpot workflows, sequences, and playbooks, and ensure they have access to actionable in-app user data.
- Reporting and Insights: Provide Customer Success and Support teams with insightful reports and dashboards, using custom datasets to guide them effectively.
- 3-5 years of experience in Customer Success Operations, with a strong focus on onboarding, expansion, and churn mitigation in a PLG environment.
- 3-5 years of experience as a HubSpot admin, creating workflows and optimizing sequences.
- 1-3 years of admin experience with Intercom or similar tools, leveraging automation to improve customer interactions.
- Strong analytical skills, using data to guide strategic decisions and create actionable plans.
- Excellent communication and collaboration skills, with a talent for both getting things done and guiding cross-functional teams toward common goals.
- A process improvement mindset, constantly refining and optimizing operations for efficiency and scalability.
