Customer Success Operations Manager, Culture Amp

• At least 12 months of consecutive operations experience with Customer Success
• Experience with Customer Success capacity planning, building books of business, and setting/tracking goals for Customer Success Managers
• Ability to analyze and communicate key trends in Customer Success including customer renewals
• Experience in managing cross-team projects to completion
• Proven experience improving processes and managing technology in a fast-paced SaaS environment
• Proficiency in tools such as Salesforce, Vitally (or equivalent - Gainsight, Planhat, etc), Looker, and Google Suite
• A strong communicator: You are efficient with verbal and written communication, flagging timeline and execution risk factors
• Analytical: You can take data and interpret it to form a conclusion and recommend next steps
• Organized: You can manage a project with key milestones and timelines, particularly in ambiguity
• Collaborative: You excel in working across different functions such as Revenue Systems, Data Analytics, and IT
• An Owner: You find ways to get things done despite obstacles

Desirable

• Culture Amp’s Revenue Operations team plays a critical role in supporting the Customer Experience (CX) organization
• We are seeking an exceptional Customer Success Operations Manager to drive and implement decisions around our strategy, processes, and tools
• This individual will be a RevOps business partner to the Commercial Customer Experience Leader
• The primary stakeholders will be Directors running the Commercial Customer Success team and the global Renewals program
• This individual will also partially support the Implementations, Training, and Support functions within the CX organization on strategic projects
• The focus for this role is to free up time and energy for our Customer Experience team by optimizing existing processes, innovating how we use our go-to-market tools, and providing structured programs so that our customer facing teams can provide the highest impact, most efficient solutions across our scaled global teams
• Partner with the Global Senior Director, Director of Commercial Customer Success and Director of Renewals to set strategy
• Map the Customer Success user experience and identify efficiencies with process and technology changes
• Manage book of business build processes for both Customer Success and Renewals
• Shared management of the internal RevOps Ticketing Portal where you will resolve inquiries from the field, spotting trends/patterns to introduce process and technology enhancements on a monthly basis
• Collaborate with cross-functional partners, including IT and your Sales Operations peers, to improve internal processes and minimize operational risks