Senior Customer Success Operations Specialist
Skills
Customer SuccessCustomer SupportEnablementKey MetricsOrganization SkillsPost-SalesProject Plans
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5+ years experience in Customer Success Operations, Revenue Operations, and/or Customer Success Leadership at software companies
- Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, including Customer Success Management, Customer Support, Education, and Professional Services teams
- Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing risks and issues
- Data-driven and analytical; able to use data to measure the business impact of your work
- Excellent verbal and written communication skills. Ability to communicate with stakeholders of all levels including executives and cross-functional teams
- Strong ability to work both independently and in teams to deliver successful outcomes
- Experience as either a power user or technical admin of a Customer Success Platform (ex: Gainsight, ChurnZero)
Day to day
- Design strategies, programs, and insights for the Customer Success organization to exceed Net Revenue Retention goals
- Design, implement, and measure strategic programs, initiatives, and processes for Customer Success team to deliver exceptional value
- Collaborate with various teams and report to the Director of Customer Success Operations
Hiring process
- Not mentioned