Customer Success Operations Manager

1 month ago

Canada Trantor Full time

Customer Success Operations Manager

The Customer Success Operations Manager will work with the Customer Success management team to collect and organize operational data. The CS Ops Manager will use this data to generate reports tracking program status and trends and also create presentations for executive leadership. This role is part of a fast-paced organization and the ability to manage multiple priorities and projects is required.

Job Description:

  • Collaborate closely with the Customer Success team to implement operational strategies.
  • Analyze customer data and metrics to identify trends, opportunities, and areas for improvement in customer success processes.
  • Manage our customer relationship management system (Gainsight), ensuring accurate and up-to-date customer information.
  • Assist in designing and implementing workflows and automation to streamline customer onboarding, communication, and support processes.
  • Monitor and report on key performance indicators (KPIs) related to customer success, providing regular updates and insights to relevant stakeholders.
  • Support the development and delivery of customer training materials, resources, and documentation.
  • Collaborate with cross-functional teams, including Sales, Marketing, and Product, to ensure alignment and efficient communication related to customer success initiatives.
  • Review deliverables prepared by the team.
  • Build and execute project work plans and revise as appropriate to meet changing needs and requirements


Candidate Profile:


  • To excel in the role of Customer Success Operations Manager, you should possess a minimum of 6-8 years of relevant experience in customer-facing roles, ideally within customer success, customer support, operations or Project management, particularly within the technology or SaaS sector.
  • Strong Project Management skills including but not limited to project tracking and resource utilization.
  • Your expertise in data analysis will be evident through your ability to dissect customer data, recognize trends, and convert insights into actionable suggestions, thereby driving enhanced customer success outcomes
  • Your familiarity with various CRM systems, such as Salesforce, Gainsight or HubSpot, will underscore your ability to adeptly manage customer interactions, track progress, and uphold precise and up-to-date records
  • Experience in tracking project deliverables using Jira/similar tools.
  • Proficiency in key features of the GSuite including Drive, Gmail, Docs, Sheets, Forms, and Slides.
  • A proven track record of optimizing processes, alleviating bottlenecks, and introducing workflow automation will showcase your prowess in enhancing operational efficiency
  • Collaboration will come naturally to you, having effectively worked with cross-functional teams, including Sales, Marketing, and Product, to synchronize strategies and ensure a smooth and consistent customer journey.
  • Your excellent communication skills, both written and verbal, will shine through as you convey intricate information with clarity and conciseness in interactions with both customers and colleagues.
  • In past roles, you’ve thrived in problem-solving, adeptly navigating customer challenges and inquiries with a composed demeanor, consistently delivering innovative solutions to meet customer needs.
  • Your customer-centric mindset has been your driving force, evident through your commitment to exceed expectations and guarantee customer contentment in every interaction.
  • Project management certification (PMP / Prince2) will be an added advantage.

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