Customer Success Operations Manager
Customer Success Operations Manager
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$ 128800 - 161000
1 Vacancy
Job Description
About the Team
Miros Customer Success Strategy & Operations team sits within the broader Customer Experience Operations team and collaborates closely with business partners in Customer Success and Digital Success in an embedded fashion. CX Ops is part of the GTM Ops function and provides dedicated support to each of the Customer Experience functions (Customer Success Renewals Professional Services and Support) with their key practices and processes as well as wider initiatives spanning across several organizations.
About the Role
What youll do
- Provide partnership to Customer Success leadership in support of their OKRs and highest priority initiatives
- Prioritize requests projects and initiatives and serve as end-to-end owner for prioritized strategic projects
- Plan execute and oversee run-the-business initiatives such as territory planning headcount modeling reporting & operational cadences systems and data maintenance
- Implement programs that move the needle on the core CSM objectives & KPIs - adoption utilization customer value retention growth efficiency
- Conduct and/or direct analyses to support strategic decision making using own skills and Analytics resources
- Design build and QA workflows and programs in Gainsight to support CS org
- Design and implement reporting to measure effectiveness and impact of the business and programs
- Influence cross-functional teams roadmaps to ensure we are able to deliver against our own roadmap
- Coordinate enablement and change management to the Customer Success teams
What youll need
- 5 yrs work experience with 2 in a CS Ops role (preferably in B2B SaaS)
- Previous experience as a Customer Success Manager a plus
- Sales/CSM Tool administration and/or reporting experience - Gainsight a must SFDC a plus
- Strong analytical skills and an interest in working with data to support decisions and processes - Excel / Google Sheets a must; SQL and/or Looker/Tableau a plus
- Experience or strong interest in managing Territory planning for a CS org a plus
- Project management experience leading large cross-functional projects end-to-end
- Ability to partner with leaders in Customer Success and Revenue Operations serving in an advisory role and supporting strategic decision-making
- Ability to work independently and drive projects from start to finish in a fast paced environment
- Professional writing and communication skills for both customer and executive audiences
Whats in it for you
- 401k matching Competitive equity package
- Excellent Medical Dental and Vision health benefits
- Fertility & Family Forming Benefits
- Flexible time off
- Lunch snacks and drinks provided in the office
- Wellbeing benefit and WFH equipment allowance
- Annual learning and development allowance to grow your skills and career
- Up to $2000 of charitable donation matches each year
The reasonably estimated salary range is specific to New York and may not be applicable to other locations. The range for this role is $128800- $161000. Final compensation and total package components will be based on individual factors such as the candidates skills qualifications and experience.
Required Experience:
Manager
Employment Type
Full Time
