Remote Customer Success Operations Manager

About Our Client

Our client is a leading contract lifecycle management platform for innovative organizations. Every business, across all industries, operates on contracts, but managing these agreements can hinder progress and incur significant costs. Renowned innovators utilize this platform to collaborate and negotiate contracts, accelerate the contracting process while ensuring compliance, and transform contracts into vital sources of operational business intelligence. It is versatile enough to accommodate various contract workflows, including sales agreements, HR agreements, and complex NDAs.

The company is shaping the narrative to demonstrate how beautifully functional contracting can revolutionize business operations. It is recognized as a leader in the Contract Lifecycle Management sector and has earned accolades as a great workplace for several consecutive years. Its culture of innovation is acknowledged through various awards and recognitions. The company has the support of top investors in the industry. More details can be found online or by following them on professional networking platforms.

About The Role

As the Customer Success Operations Manager, you will join a dynamic and agile Customer Success Operations team dedicated to enhancing efficiency, effectiveness, and innovation across Customer Success Teams. In this role, you will collaborate with Customer Success leadership to define objectives, strategies, and tactics aimed at delivering a best-in-class customer experience. Additionally, you will work cross-functionally to identify, lead, and complete projects that improve customer health, retention, and scalability for future operations.

What You Will Be Doing

- Collaborate with relevant stakeholders to develop and implement streamlined customer journeys and internal processes that optimize Customer Success Manager (CSM) capacity.

- Create a comprehensive customer success toolkit that empowers each CSM to perform at their best, including standardized processes and materials for customer meetings and engagement.

- Work with CSM leadership to develop and launch updated engagement models and playbooks designed to drive product adoption and value realization for customers.

- Identify process gaps and emerging customer challenges, creating strategic remediation plans to enhance productivity and business functionality.

Data

- Gain a thorough understanding of the metrics that influence Customer Success and manage related data to translate insights into actionable strategies.

- Regularly monitor dashboards and existing Voice of the Customer metrics, providing actionable insights to leadership for short- and long-term goal execution.

- Ensure data integrity across various systems and continuously seek areas for improvement.

- Track leading indicators of customer health and renewals, analyzing them to assess successes and areas needing attention.

Processes

- Assess the effectiveness of the team by capturing operational metrics, establishing a review cadence, and sharing insights with leadership.

- Coordinate account planning across various Go-To-Market teams to address at-risk accounts with effective mitigation strategies that can be expanded into organization-wide improvements.

- Collaborate continuously with leadership to evaluate team needs, providing qualitative and quantitative data to inform recommendations and facilitate scalable process improvements.

- Document existing and newly improved processes in a central repository to promote consistency and the adoption of best practices across the organization.

- Manage project/program activities and oversee day-to-day Customer Success operations tasks, including reporting, analysis, and operations roadmap management.

Skills

- Proven experience with 5+ years in Customer Success, including at least 2 years in a customer operations role.

- Background in a SaaS product environment.

- Knowledge of Customer Success processes, methodologies, and key performance metrics.

- Demonstrated success in designing and implementing innovative programs and processes within the customer success landscape.

- Ability to envision broad initiatives and successfully carry them from conception to execution.

- Proven skill in managing multiple competing priorities and adapting in a dynamic, fast-paced environment.

- Outstanding written, oral, presentation, and interpersonal communication skills.

- Proven ability to collaborate effectively across a matrix organization to achieve results that benefit stakeholders.

Benefits

- Health, dental, and vision insurance

- 401k plan

- Wellness reimbursement

- Flexible vacation policy

- Generous parental leave for both primary and secondary caregivers

Salary Range

$150,000 - $170,000 per year

Compensation

$150K – $170K • Includes Equity