Sr Manager of Customer Success Operations

Greater Talent Group, Headquartered in Austin, Texas, redefines Talent Acquisition and Fractional HR Excellence with innovative strategies. We curate high-impact professionals aligned with company culture and objectives, while our Fractional HR services provide tailored solutions for dynamic growth. Our collaborative partnerships, national reach, technical expertise, and unwavering integrity drive industry-recognized and award-winning corporate cultures.

Are you someone who has a strong passion for technical operations and managing Customer Success initiates to strategically approach customer relationships and operations? Greater Talent Group has an exciting opportunity for a Sr. Manager of Customer Success Operations to join a dynamic and driven team at a Series B SaaS company.

The Sr. Manager of Customer Success Operations will have a unique opportunity to drive operational efficiency and scalability by leveraging systems, processes, and technologies to ensure seamless execution and achieve quantifiable outcomes. This role will be responsible for tools that support our customer success initiatives, and you will collaborate closely with cross-functional teams to drive customer retention and growth. We believe that our customers' success is our success, and we are dedicated to ensuring they achieve their goals.

What you will do:

Process Optimization
- Continuously evaluate and improve customer success operations processes to identify opportunities for process improvements, and automation of the tech stack to ensure efficiency, scalability, and customer retention.
- Develop and maintain documented best practices.
- Continuously assess and enhance the processes related to customer renewals, adoption, and cross-sells
- Regularly perform audits of our end-user experience and internal technical operations within Sales and Customer Success, offering actionable improvement recommendations.
- Establish and take ownership of the ticketing system, identify technical work requirements, and effectively prioritize and communicate task statuses to ensure swift and efficient issue resolution.

Data Analysis
- Utilize data and analytics to track key performance metrics, identify trends, and patterns of behavior and develop actionable insights that drive customer success improvements.
- Collaborate with senior management to develop and execute customer success strategies that align with overall business objectives.
- Configure and maintain data interfaces between GTM systems to ensure parity and integrity for making data-driven decisions.

Technology
- Implement and optimize customer success technologies, including CRM systems [Gainsight and Zendesk] to configure, administer and deploy platforms.
- Work with the Customer Success team to ensure these tools are integrated seamlessly into their workflows, and that they're being utilized to their fullest potential.

Customer Journey Enhancement
- Work with cross-functional teams to ensure a seamless customer journey, from onboarding to ongoing support, by collaborating with sales, marketing, product, and support teams.
- Collect, analyze, and report customer feedback to drive product improvements and deliver an exceptional customer experience.
- Map out the entire customer service blueprint to ensure that every touchpoint is well-coordinated and adds value to the customer.

Who are we searching for?
- In-depth knowledge of Gainsight is required and familiarity with Zendesk is preferred.
- Proven experience in full-lifecycle customer success operations, preferably in a SaaS or software company
- Strong analytical skills with the ability to interpret data, generate insights, and make data-driven decisions
- A strategic mindset with the ability to translate business needs into tech-enabled processes to develop innovative solutions
- Gracefully manage multiple, concurrent projects and are able to effectively balance time between critical short-term issues and longer-term strategic goals
- Proven ability to operate effectively and autonomously in situations of ambiguity, with only high-level direction
- Exceptional communication and collaboration skills to work effectively across cross-functional teams.
- Self-starter and able to determine priorities with minimal supervision
- An individual who is looking to build new skills, is open to new ideas, and failing fast
- Foster a culture of collaboration and continuous learning within the team to ensure they can adapt to evolving customer needs.
- Open to feedback, eager to learn, and adaptable, with a strong willingness to grow and improve in both individual and team capacities

Benefits:
- 20 days PTO + 5 Paid Sick Leave + No work on your birthday + 12 Company Paid Holidays
- Equity
- Annual Company Summit
- Volunteer Hours
- Wellness Benefit
- Generous family leave policy
- Health, Dental and Vision Insurance
- 401k with matching
- Life Insurance