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Customer Success Operations Manager
Skills
Software As A ServiceAnalytical SkillsCustomer Relationship ManagementCustomer SuccessOperations ManagementPendo Product CloudPendo Property Management
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5+ years in Customer Operations supporting Customer Success at a SaaS company
- Expertise with Salesforce Suite including CRM Customer 360 Service Cloud and Communities
- Advanced analytical skills with Google Sheets Excel Sigma Databricks or Tableau
- Deep knowledge of Customer Success tools such as Gainsight
- Experience with tools like Gong Pendo TaskRay Smartsheet or Asana
- Ability to design scalable processes that grow with the organization
- Hands-on experience building AI-powered workflows to automate processes
- Proven ability to increase Customer Success team efficiency and effectiveness
- Experience building and maintaining customer health score models
- Strong program management project management and organizational skills
- Exceptional communication and interpersonal skills
- Problem-solving aptitude with a proactive solutions-oriented approach
- Detail-oriented self-motivated and a strong team player
Nice to have
- Proactive
- Detail-oriented
- Self-motivated
- Collaborative
- Solutions-oriented
Day to day
- Optimize and standardize customer success operations processes and workflows to improve customer satisfaction and operational productivity
- Equip internal teams with tools systems visibility and processes that help customers achieve success
- Track KPIs analyze operational data and share actionable insights on trends risks and improvement opportunities
- Work cross-functionally to resolve operational challenges and support automation and AI-driven workflow improvements