Customer success operations leader
Customer success operations leader
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Salary Not Disclosed
1 Vacancy
Job Description
About the role
The Customer success operations leader will be a key leader in our GTM Operations team. They will help the Customer Success (CS) organization realize its vision of helping customers use generative AI applications that create meaningful business value. This role will directly partner with the VP of Customer Success to design and execute operational strategies processes and systems that support the full customer lifecyclefrom onboarding to renewal and growth.
You will own and drive the success of strategic initiatives organizational design customer journey orchestration and operational tools. By leveraging your analytical and operational expertise youll forecast future needs enhance customer experience and optimize team performance. As a member of the CS leadership team you will play a pivotal role in shaping and executing the CS strategy.
Your responsibilities
Strategic planning and organizational design
Partner with CS leadership to establish and align an annual fiscal plan with organizational goals.
Design the structure roles responsibilities and KPIs for the CS organization.
Forecast headcount capacity and territory planning to ensure alignment with corporate growth targets.
Customer journey optimization
Lead initiatives to refine the customer journey driving adoption satisfaction and improved GRR & NRR.
Determine the timing and content of CSM touchpoints to improve customer outcomes.
Develop and operationalize customer health score strategies including automation and digital success motions.
Data analysis and reporting
Track and analyze key performance indicators including NRR/GRR through executivefacing dashboards and decks.
Collaborate with the Analytics team to uncover insights that inform CS strategy and actions.
Monitor leading indicators of renewal and upsell opportunities providing actionable recommendations to the team.
Process and technology enablement
Evaluate implement and manage software that enhances the CS organizations efficiency and effectiveness.
Collaborate crossfunctionally with Revenue Ops GTM Systems Analytics Product and Finance to align data and systems.
Translate technology and data requests into concrete requirements and solutions.
Team collaboration and project management
Serve as the unofficial chief of staff to the VP of Customer Success driving all cross functional initiatives and projects forward.
Partner with leadership to ensure seamless communication prioritization and of strategic goals.
Manage 1 CS Operations Manager with goal of continuing to grow the team as the business scales.
Is this you
7 years in GTM operations (Sales Customer Success Services or Support).
Deep knowledge of SaaS business models customer lifecycle metrics and best practices.
Proven expertise in Salesforce Google Sheets/Excel and business intelligence tools.
Familiarity with leading SaaS GTM technologies.
Strong analytical project management and process design capabilities.
Exceptional communication skills for senior executive audiences.
AND
High intellectual curiosity and a proclivity to lean into a new subject matter
A trusted advisor and partner for all levels of the organization
Intrinsically motivated: you set the highest possible bar for what you build and ship
Proficiency in navigating ambiguous situations and implementing firstprinciples thinking.
An eye for spotting an opportunity intuition for determining which ones to prioritize and courage to follow through
Possesses humility no work is too trivial if its impactful
Resilient and open to honest (and kind) feedback; tough skin
Selfaware and committed to learning the why for both successes and failures
Experience managing and building relationships across multiple departments and stakeholder levels
A natural affinity to our values of connect challenge own
#LIHybrid
Tech stack
We rely heavily on Salesforce as our source of truth. These are some of the tools we use across teams:
Marketing: Hubspot 6Sense Leandata
Sales: Apollo LinkedIn RevOps Gong CaptivateIQ
Customer success: Vitally Airtable
Business Intelligence: Omni Hightouch
Benefits & perks (US Fulltime employees)
Generous PTO plus company holidays
Medical dental and vision coverage for you and your family
Paid parental leave for all parents 12 weeks)
Fertility and family planning support
Earlydetection cancer testing through Galleri
Flexible spending account and dependent FSA options
Health savings account for eligible plans with company contribution
Annual worklife stipends for:
Home office setup cell phone internet
Wellness stipend for gym massage/chiropractor personal training etc.
Learning and development stipend
Companywide offsites and team offsites
Competitive compensation company stock options and 401k
Writer is an equalopportunity employer and is committed to diversity. We dont make hiring or employment decisions based on race color religion creed gender national origin age disability veteran status marital status pregnancy sex gender expression or identity sexual orientation citizenship or any other basis protected by applicable local state or federal law. Under the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
By submitting your application on the application page you acknowledge and agree to Writers Global Candidate Privacy Notice.
Employment Type
Full-Time
