Customer Success Operations Manager
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Job Location:
Atlanta, GA - USA
Monthly Salary:
Not Disclosed
Posted on:
12 days ago
Vacancies:
1 Vacancy
Job Summary
Enabling safe and rewarding digital lives for genuine people everywhere
We make it our mission to ensure more genuine people have digital access to opportunities and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.
With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age location or background genuine people everywhere should be able to digitally prove who they are and where they live.
About the team and role
Customer Success Team
At GBG we dont just provide products. We deliver valued solutions to help our customers grow their business. This is a unique opportunity to join our Customer Success team at the ground floor and have a direct imprint on how our organization serves as the connection point between our customers our solutions and the rest of the GBG organization. We will work together under the guiding principle that healthy customers are growing customers and to achieve that requires:
- Understanding our customers goals and quantifying how GBG helps achieve them
- Demonstrating curiosity in our customers needs and their business strategy
- Building relationships and engagements across different levels of our customers
- Partnering cross functionally within GBG to operate on behalf of our customers
- Challenging both our customers and GBG team on new ways to innovate for growth
The Role
As a Customer Success Operations Manager you will be the straegic and operational backbone of the Customer Success team. Youll optimize systems processes data and technology to enable our Customer Success Managers (CSMs) to focus on building strong customer relationships. Youll drive automation manage the internal CS tool tech stack analyze customer health data and design workflows that improve team productivity consistency and retention outcomes. This role is ideal for someone that enjoys working cross-functionally and who thrives at the intersection of strategy systems and scale.
What you will do
- Own and optimize the Customer Success tech stack (e.g. CS platform Salesforce etc.)
- Design and implement scalable processes that support CSM workflows and customer lifecycle management
- Develop and maintain dashboards and reporting to monitor customer health churn risk and engagement
- Partner with cross-functional teams to align CS Ops initiatives with broader business goals
- Automate routine tasks to increase CSM efficiency and reduce manual work
- Support onboarding training and enablement of CSMs on tools and processes
- Lead initiatives to improve data quality segmentation and actionable insights
- Track and report on KPIs related to retention expansion and customer satisfaction
- Identify opportunities for continuous improvement and operational excellence
Requirements
Skills we are looking for
- 3 years of experience in Customer Success Operations Revenue Operations or a related field within a SaaS or technology environment.
- Advanced proficiency in Salesforce and ServiceCloud with hands-on experience configuring workflows dashboards and automation to support CS teams.
- Demonstrated success in designing and scaling operational processes that improve efficiency and customer outcomes across teams or regions.
- Strong analytical skills with 2 years of experience in data visualization and reporting using tools such as Tableau Power BI or advanced Excel (pivot tables VLOOKUP macros).
- Proven track record of managing cross-functional projects including stakeholder alignment timeline management and delivery of measurable results.
- Experience supporting CS teams with tools insights and playbooks that drive adoption retention and expansion.
- Ability to translate business needs into scalable operational solutions including system enhancements process improvements and reporting frameworks.
- Comfortable operating in fast-paced ambiguous environments with a bias for action and continuous improvement.
- Excellent written and verbal communication skills with a proactive solution-oriented mindset and the ability to influence across levels.
Benefits
To find out more
As an equal opportunity employer we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.
To chat to the Talent Attraction team and find out more about our benefits and why were a great place to work drop an email to and well be in touch. You can also find out more about careers at GBG and check out our current opportunities at Experience:
Manager
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
About Company
We are GBG, global specialists in digital identity. We enable fast, simple and compliant customer onboarding, reducing the risk of fraud for many of the world’s leading organisations. Working with the best data, the best technology and the best people, we make it possible to balance t ... View more
