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Customer Success Operations Manager
Skills
Software As A ServiceAdoptionConstructionCustomer ExperienceCustomer Relationship ManagementCustomer RetentionProfessional Services
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 7+ years in Customer Success Operations or related field within SaaS or technical environment
- Proven track record of building and optimizing scalable CS processes and playbooks
- Strong data analysis skills with ability to translate metrics into actionable strategies
- Hands on experience with Salesforce and other CS platforms including Help Scout Gainsight or ChurnZero
- Excellent organizational and project management skills with a process driven detail oriented approach
- Strong verbal and written communication skills with ability to influence cross functional stakeholders
- Self motivated adaptable with a bias toward action and strong service orientation
- Bachelor's degree or equivalent experience required
Nice to have
- Construction tech experience
Day to day
- Design and standardize customer success and professional services processes to drive consistency and scalability
- Build and maintain playbooks templates and best practices that support repeatable high quality customer experiences
- Analyze customer health retention NPS and time to value metrics and turn insights into clear actionable recommendations for leadership
- Own and optimize the CS technology stack including Salesforce and related platforms while enabling team adoption through training
Hiring process
- Apply now