Customer Success Operations Manager

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About the Opportunity:

The mission of the Customer Success Operations team is to align customer success strategy to its execution. This person will serve as a business partner and direct theater support for Mid-Market Customer Success to drive critical business insights and fundamentally improve process execution. As an entrepreneurial, organized and analytical problem-solver, this person will be responsible for optimizing business forecasting, region-wide Customer Success meetings, strategic program roll-outs, and change management.

What you'll do:

• Support the VP of Customer Success, Mid-Market by owning day-to-day processes
• Own quarterly forecasting for the Mid-Market portfolio, partnering with Business Insights, Sales, Finance, and Sales Operations for accurate reporting
• Drive and support content and Q&A coordination for regional QBRs and All-Hands
• Monitor execution of the commission plans, including commission questions and exception request approvals with leadership
• Regularly track KPIs against organizational business goals
• Own quarterly Churn and Downsell analysis for Mid-Market, with trend summaries, strategies, and deliverables for churn prevention strategy
• Collaborate with the BI team to provide accurate and on-point business data and analysis to support leaders in their decision-making and team management
• Oversee and drive strategic program rollouts in Mid-Market through a designed framework for scale
• Help monitor documentation for Customer Success systems and processes
• Coordinate cross-functional processes that help drive renewal and upsell targets

What You'll Need to Succeed:

• 3+ years in Customer Success
• Experience working with Commercial or Mid-Market customers at scale
• Excellence in data management and systems usage
• Team player attitude and a global mindset
• Dedicated and relentless project leadership and execution
• Excel/Google Sheet experience and an aptitude for learning new systems
• Strong collaborative skills and the ability to influence peers and managementIndependently capable of seeking information, solving conceptual problems, corralling resources and delivering results in complicated situations
• Comfortable analyzing data and presenting to leadership in a thoughtful and concise manner
• Takes a high degree of ownership over their work
• To be data-driven, curious, and deeply passionate about Customer Success
• Lead with creative problem-solving, and leverage data to drive influence and strategy while thinking of systems holistically
• Have a customer-centric mindset and understand the end goal is to retain and grow our customer base
• Able to drive change management and develop methods to measure and systemize KPIs
• This is a demanding role that requires strong priority management and interpersonal skills