Customer Operations Manager

Join our team as the first Customer Operations Manager for our Post-Sales team. In this role, you will partner closely with Post-Sales Leadership to develop, maintain, and scale our customer success strategy. You will have the opportunity to influence decision-making on core Post-Sales initiatives and help define the foundations of success for a highly efficient organization. Your focus will be on creating scale within our customer-facing teams by optimizing existing processes, innovating how we use our go-to-market tools, and providing structured programs to drive the highest impact for our customers.

Missions

• Partner closely with Post-Sales Leadership to develop, maintain, and scale the customer success strategy.
• Define and implement lifecycle processes in conjunction with Post-Sales leadership to support customer outcomes and drive business growth.
• Research, evaluate, recommend, and implement tools that increase efficiency of the Post-Sales team.

Profil recherché

- You’re able to tell a story with data that creates a compelling narrative for business stakeholders

- You’re comfortable analyzing and visualizing data in Excel, Salesforce, SQL, and BI tools (Looker, Tableau, etc.)

- Direct experience in a Customer Success or Solutions Engineering role is a plus

- You have a deep understanding of key Customer Success concepts, metrics, and processes / best practices

- A minimum of 5+ years of experience in Go-To-Market operations, strategy, or business consulting in a SaaS company

- You have a track record of success contributing to strategic improvements, advocating for them internally, and managing their end-to-end deployment

- You operate well in fast-paced environments and are able to prioritize initiatives and excel under ambiguity

- You’re collaborative; cross-functional work excites you, and you’re able to coordinate projects across multiple stakeholders

- You have strong attention to detail and excellent written and verbal communication skills