Customer Success Operations Manager, EliseAI

• 3+ years of experience in customer success facing roles within tech, SaaS, is a plus
• Proven experience with Customer Success platforms such as Planhat and Salesforce
• Proficiency with APIs and webhooks for system integrations and automations
• SQL knowledge for database queries and reporting
• Strong problem-solving skills with the ability to troubleshoot technical issues
• Excellent organizational skills and attention to detail in managing multiple workflows and data sets
• Strong communication and collaboration skills to work with cross-functional teams
• Ability to analyze data and generate insights to support business decisions
• Willingness to work in person at our SF office 4-5 days per week

Desirable

• We are looking for a Customer Success (CS) Operations Manager to join our team at EliseAI
• You will play a key role in optimizing our Customer Success processes, leveraging our technology stack, and ensuring smooth integrations across systems
• This role focuses on ensuring that our CS team has the tools, data, and processes necessary to provide exceptional service to our clients
• Support and manage the implementation and optimization of our CS tech stack, including Planhat and Salesforce
• Work with webhooks and APIs to streamline customer data flows between systems, ensuring accurate and timely reporting
• Collaborate with the Customer Success and Operations teams to build efficient processes for onboarding, renewals, and client health monitoring
• Maintain and manage system integrations, workflows, and automations that support customer lifecycle management
• Design and generate reports and dashboards to provide actionable insights on key CS metrics
• Troubleshoot and resolve any system or data issues impacting the CS team
• Manage custom configurations, fields, and workflows in Salesforce and Planhat to meet the evolving needs of the CS team