Manager of Customer Success Operations, AlphaSense
$140-154k
Market intelligence and search platform
Be an early applicant
Market intelligence and search platform
1001+ employees
Be an early applicant
$140-154k
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
- 5 to 8 years of experience working within a Revenue organization, playing a key role in driving productivity for the Customer Success team
- Prior people management experience required
- Operations professional with a passion for driving productivity, improving processes, and using new technology to drive revenue at a high growth B2B SaaS company
- Strong understanding of core SaaS and Customer Success metrics, including NRR, GRR, renewal rate, and usage-based KPIs, with experience owning metric definitions and standards, not just reporting on them
- Experience optimizing and rolling out new technology, workflows, and processes within a revenue organization
- An ability to think strategically, act tactically, and write effectively
- A creative problem solver who identifies new and innovative ways to drive productivity
- A strong project manager who enjoys making things better
- Enjoys working cross-functionally and building strong relationships with stakeholders across the business
- Demonstrates exceptional organizational skills and attention to detail
- Experience with the B2B sales process and the tools it takes to succeed
- 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 Manager, Customer Success Operations is a critical role within our Revenue Operations team, developing key enabling tools, streamlining processes, and acting as a true partner to our Customer Success organization, including Account Managers, Customer Success Managers and Support teams
- You'll support our tools and processes with the overall goal of improving productivity and efficiency across the CS team, and you'll have a direct hand in driving our core KPIs around adoption, retention, and growth given how closely you'll partner with Customer Success leadership
- 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: Apply deep working knowledge of customer success and account management to guide how Customer Success Operations supports the broader CS org. Exposure to pre-sales and application specialist functions is a plus
- Program & Process Operationalization: Support 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
- CS Metrics Ownership: Own the definitions, methodology, and standards behind our core Customer Success metrics, including NRR, GRR, renewal rate, and usage and engagement KPIs, ensuring consistency across reporting and business reviews
- Technology & Workflow: Support our Customer Success tool strategy across systems like Salesforce, Gainsight, Clari, Gong, and Tableau, executing on priorities identified by CS leadership
- Firefighting & Escalation: Act as an escalation point for operational issues, whether a broken workflow, data discrepancy, or urgent tooling issue, and drive fast, durable resolution
- Relationship Building: Develop strong relationships with the Customer Success team to understand and implement best practices, focusing on where they lack visibility or see gaps in process
- Scale & Repeatability: Build the playbooks, templates, and standards needed to expand customer programs from a handful of accounts to full coverage across strategic segments
- Data Partnership: Partner with the Senior Manager, Customer Success Operations on the KPI trackers, dashboards, and impact reporting that make each program measurable
- Reporting: Create and optimize reporting and dashboards, including attainment, trends, and on demand dashboards. Support data governance practices, consistent source of truth, clean hierarchy data, accurate field population, that keep our reporting trustworthy as the business scales
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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