Customer Success Management Operations Manager

Docusign • Chicago, IL

8d • Hybrid

About The Position

The CS Strategy & Operations Manager proactively plans and delivers critical business insights and articulates team performance. In doing so, they give a clear view of key organizational processes and policies to help organize and scale our operations for short, medium, and long term growth. The selected candidate will be accountable to North America and LATAM leadership teams, driving success in a fast paced regional model. They will also be responsible for evaluating the efficiency and costs of established processes, developing improvement strategies, and facilitating changes. They will also be able to communicate well across multiple levels of internal stakeholders to share information and insights into areas that can help build and improve Customer Success Management (CSM) performance and operational efficiencies. They will be a partner trusted advisor to the CS GTM team as well as the leaders throughout the customer success team.
This position is an individual contributor role reporting to Senior Manager, CS Strategy & Operations.

Requirements

• Bachelor's degree
• 8+ years experience in customer facing or sales team of a management consultancy/tech company
• Experience leveraging AI tools and technologies to analyze data, optimize processes, or drive operational efficiencies
• Experience using and developing reports, metrics and dashboards with Salesforce and BI tools and Advanced Excel
• Willingness and ability to travel as necessary, typically about 15%

Nice To Haves

• Strong communication skills with the ability to engage stakeholders at all levels, and across multiple geographies
• Compelling storytelling, with the ability to leverage data to drive action, including for non-analytical audiences
• Attention to detail, excellent organizational skills, superior time management skills
• Results driven independent thinker with proven problem-solving abilities
• Very strong executive presence and engagement skills
• Experience working in high-growth, performance focused environment
• Experience in customer success, support and consulting services
• Experience in B2B and B2B2C Software as a service (SaaS) companies
• Experience with measuring adoption metrics across customer success orgs
• Resourceful and able to collaborate across multiple functions/geographies to accomplish complex tasks
• Proactive mindset and desire to continually evolve the way we use data to drive impactful insights
• Demonstrable ability to see beyond the numbers to drive sound decision-making
• Experience with Gainsight and Salesforce platforms

Responsibilities

• Provide thought leadership regarding data and actionable insights to key stakeholders across the Customer Success Management organization
• Provide visibility and monitoring of key metrics relevant to the region and promote focus areas based on identification of trends and performance differentiators
• Perform recurring and ad hoc analysis to identify trends, impacts & root causes across Customer Success, and articulate key findings to assist decision making and prioritization
• Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas
• Present insights on key customer success metrics to other stakeholders with a view to assisting them drive performance in their areas (eg upsell trends, marketing program impacts etc)
• Identify inefficiencies, support the implementation of solutions, and track progress around Customer Success team productivity, planning, processes, and tools
• Create and monitor indicators using multiple data sources to extend understanding of risk in the customer portfolio and assist in developing plans to mitigate the risks
• Produce weekly, monthly, and quarterly recurring reporting as well as fulfill ad hoc data requests
• Act as the liaison between the global success operations team and the regional leadership team, ensuring global initiatives and programs are communicated, aligned, implemented and measured in region, and that bi-directional knowledge sharing drives global best practice
• Build executive presentations (e.g. Quarterly Business Reviews), crafting the messages in collaboration with Customer Success Leaders
• Own and coordinate fiscal year planning (Business Planning, Headcount Allocation, Territory Carving, Quota Allocation and new segment entry) for the Customer Success team

Benefits

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).
• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

What This Job Offers

• Job Type: Full-time
• Career Level: Senior