Customer Success Operations Manager

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 execution of 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 Customer Success Director to manage and optimize our teams' tools, systems, playbooks, templates, documentation and key metrics to ensure we continuously create successful partnerships with our customers.

**Key responsabilities**:

- Develop and implement customer success strategies that align with company goals and objectives, and ensure customer satisfaction, retention, and growth.
- Design and coordinate processes and playbooks that will help drive the achievement of customer outcomes and improve efficiencies.
- Monitor and analyze customer usage and feedback, and 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 different sources and synthesize meaningful and actionable insights;
- Prepare and maintain key dashboard for executives and CX team;
- Develop and manage customer success processes, including but not limited to customer onboarding, training, and support, and ensure consistency and scalability across the customer base.
- Stay up to date on industry trends and best practices in customer success and share insights and recommendations with the team;
- Enable the CS team through training, guidelines and process documentation;
- Provide day-to-day customer success for our customer success team.

**Requirements**:

- 5+ years of experience in customer success ops, 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.
- 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. A plus if you have experience with Planhat, Hubspot and Zendesk
- Passion for the attractions industry and a desire to help customers succeed.

**Join our Team at Connect&GO**

At Connect&GO, we believe in benefits that will make a significant difference in the lives of our people. We understand the importance of work-life balance and believe it is essential to our team's overall well-being and success.

**Trust and Flexibility**

We offer true flexibility; we trust our team members and what matters to us is your contribution Work where you feel most productive, with our remote/hybrid model. We don't stop there, though We also offer a 4-day workweek, which allows our team members to have an additional day every week to rest and recharge.

**Growing Together**

Our scale-up journey has us focused on long-term investments. The investment that we are the proudest of is our people’s growth and development. We offer training opportunities, mentorship, and unlimited access to Udemy’s learning platform.