Senior Manager of Customer Success Operations, AlphaSense
$177-195k
Market intelligence and search platform
Be an early applicant
Market intelligence and search platform
1001+ employees
Be an early applicant
$177-195k
1001+ employees
Company mission
AlphaSense's mission is to organise the world’s business information and leverage technology to enable companies to make smarter, faster, and more confident decisions.
Role
Who you are
- 8+ years of experience within a Revenue organization, playing a key role in driving productivity for the Customer Success team
- Prior people management experience required
- Experience owning or administering CS systems such as Salesforce, Gainsight, Clari, Gong, or Tableau, and evaluating new tools as needs evolve
- A strong project manager who enjoys making things better and can move ambiguous programs to scalable execution
- Proven ability to translate core SaaS and Customer Success metrics, including NRR, GRR, and usage-based KPIs, into strategic narratives for senior and executive stakeholders
- Excellent communication skills, and the ability to work in a dynamic, fast paced environment
- Enjoys working cross-functionally and building strong relationships with stakeholders across the business, including Product, Sales, Support, Finance, and BI
- Demonstrates exceptional organizational skills and attention to detail
- Bonus: experience with SQL, or a data warehouse tool such as Snowflake or BigQuery, and familiarity with a BI platform such as Tableau
What the job involves
- The Senior Manager, Customer Success Operations is a critical leadership role within our Revenue Operations team, owning the operationalization of our roadmap and strategic customer projects while also shaping the tools, systems, and processes that let Customer Success scale
- You'll be the go-to partner for CS leadership on program design, execution rigor, and cross-functional delivery, act as the senior escalation point when something breaks, and manage a Senior Analyst supporting our deployments along the way
- This role is perfect for someone who enjoys turning ambitious programs into scalable, repeatable motions and wants a direct hand in how we run Customer Success operationally
- The Customer Success - Revenue Operations team at AlphaSense drives productivity and improves efficiency for our account managers, CSMs, implementation specialists, support specialists, and leadership
- We create and implement operational reporting and analytics, improve processes, and enable strategic initiatives that impact the revenue organization
- At our core, we are a dynamic team of highly driven self-starters who are passionate about operations and thrive in a fast paced, challenging environment
- Domain Expertise: Bring broad, cross-functional fluency across customer success, account management, and adjacent go-to-market functions to set direction for how Customer Success Operations partners with the rest of the business. Exposure to pre-sales and application specialist functions is a plus
- Program & Process Operationalization: Define and continuously improve the operating model, cadence, and governance for our roadmap of strategic customer projects, and optimize existing Customer Success processes to ensure scalability as we grow
- Metrics Strategy: Set the strategic framework for how core Customer Success metrics, including NRR, GRR, and usage KPIs, connect to business outcomes, and use that framework to inform program investment, prioritization, and executive reporting
- Systems & Tool Strategy: Identify opportunities across our Customer Success tool strategy, spanning systems like Salesforce, Gainsight, Clari, Gong, and Tableau, and partner with senior leadership on investment priorities
- Firefighting & Escalation: Act as a senior escalation point for operational issues, whether a broken workflow, data discrepancy, or urgent tooling issue, and drive fast, durable resolution
- QBR Ownership: Own the Quarterly Business Review process end to end, building and refining templates with leaders and prioritizing the Asks of the Business that come out of QBRs
- Stakeholder Collaboration: Partner closely with CS leaders, Product, Sales, Support, Finance, BI, and Revenue Operations to align on priorities, gather requirements, and deliver on cross-functional initiatives
- Scale & Repeatability: Decide which programs are ready to scale and in what order, ensuring the playbooks and standards behind them hold up as coverage expands from a handful of accounts to full strategic segments
- Data Partnership: Partner with the Manager, Customer Success Operations on the KPI trackers, dashboards, and impact reporting that make each program measurable
- Data Integrity & Governance: Own accountability for the trustworthiness of CS reporting as it scales, ensuring the QA and governance practices behind it, source of truth, hierarchy integrity, field accuracy, hold up under executive level scrutiny, and escalate material data integrity risk before it reaches leadership
- People Management: Manage and develop the Senior Analyst, Customer Success Operations: set priorities, coach, and elevate their work from tactical execution to insight-driven impact
- Be the go to person for strategic program execution across the Customer Success organization
Our take
Manual research can be a serious pain: financial analysts spend hours every week searching through PDFs one keyword at a time, just to find a single usable insight. To remedy this, AlphaSense has built a smart search engine that slashes research time for analysts, using thousands of sources and a semantic indexing layer that can effectively query finance-specific language.
As a disruptor and market leader in this field, AlphaSense has few direct competitors, being most closely compared to Wolfram Alpha or LexisNexis. It helps that its tools are undoubtedly effective and valued by knowledge professionals: the company counts about 85% of the S&P 100 as customers and is trusted by J.P.Morgan, Microsoft, Credit Suisse and Google, among other major enterprises.
Having raised a large amount of funding over 2022 and 2023, AlphaSense has moved quickly to double down on its expansion in European markets, opening an office in Berlin to support this. With 2024 seeing investment from Singaporean EDBI, it has now set its sights on the Asia-Pacific region. As business intelligence will remain key for enterprises as they compete for market share, AlphaSense is well-placed for additional future growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 12 rounds)
Jun 2026
$350m
LATE VC
Jun 2024
$650m
LATE VC
Total funding: $1.6bn
Company benefits
- Work from home opportunities
Company HQ
Union Square, New York, NY
Leadership
Jaakko Kokko
(Co-Founder & CEO)Co-founder of Silecs (materials used in the microelectronics industry).
Raj Neervannan
(Co-Founder & CTO)Experienced executive. Previously CTO at Mastek and ChoicePoint, and CEO at Framesoft. Has an MBA from Wharton.
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