Customer Success Operations & Enablement Manager

Konica Minolta-posted 23 days ago
Full-time • Mid Level
Ramsey, MN
5,001-10,000 employees
Merchant Wholesalers, Durable Goods
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All Covered, IT Managed Services Division of Konica Minolta Business Solutions, has an exciting opportunity available for a Customer Success Operations & Enablement Manager! The Customer Success Operations & Enablement Manager (CSOEM) is responsible for overseeing the tools, data, enablement, and workflows that support a scalable, data-driven Customer Success organization. This role ensures execution across core Customer Success strategies including Renewal Management, Risk Management, Customer Experience, Lifecycle Automation, and CSM enablement. This leader owns the administration of the customer success platform (currently ChurnZero), acts as a business partner to the CSM and BVA teams, and drives operational visibility of Customer Success KPIs, including Retention, Adoption, Renewal, and Expansion. The role also includes responsibility for CSM training programs, platform usage enablement, and ongoing curriculum development to support Customer Success maturity.

  • Platform Optimization & Automation: ChurnZero configuration and governance, ensuring lifecycle journeys, alerts, and playbooks are accurate and scalable.
  • Customer Experience Management: Owns execution and reporting of NPS, surveys, and experience metrics (in tools like Qualtrics or ChurnZero).
  • Forecasting & Reporting: Leads the aggregation of risk, churn, adoption, and growth forecasts across the entire Customer Success portfolio.
  • CSM Training & Enablement: Oversees curriculum development and delivery of platform, reporting, and process training for CSMs.
  • Marketing & Segmentation Support: Partners with Customer Marketing to enable audience segmentation, campaign logic, and journey triggers.
  • Customer Success KPI Visibility: Provides centralized reporting on core KPIs including cancellations, adoption rates, renewal velocity, and campaign outcomes.
  • Serve as primary admin for ChurnZero; manage journeys, playbooks, segments, scoring, and integrations.
  • Ensure timely execution and platform support for Renewal, Adoption, Risk, and Expansion workflows.
  • Partner with IT/BI to align Salesforce and other data sources to maintain health score accuracy and account hierarchies.
  • Own and execute NPS and other customer satisfaction surveys.
  • Manage survey workflows and reporting dashboards (Qualtrics, ChurnZero, etc.).
  • Provide timely visibility to frontline teams and senior leadership on customer sentiment trends.
  • Consolidate and present churn, expansion, and renewal pipeline forecasts.
  • Build Power BI and Excel dashboards used by leadership for board reporting and operational reviews.
  • Monitor customer journey progression and adoption milestones to support proactive engagement.
  • Design and deliver structured onboarding and upskilling programs for CSMs on tools, reporting, and customer journeys.
  • Maintain and evolve curriculum content to align with evolving CS strategies and platform capabilities.
  • Coordinate role-based training plans for new feature releases or process changes.
  • Act as operational liaison to Customer Marketing.
  • Support segmentation logic, audience creation, and journey triggers for email marketing campaigns.
  • Collaborate on outreach strategy for onboarding, risk management, renewals, and product education.
  • Help design, maintain, and audit risk management workflows within ChurnZero.
  • Ensure consistent tagging, scoring, and lifecycle automation for risk-prone accounts.
  • Provide insights and early-warning reports to National Managers and Directors.
  • Bachelor's degree in Business, Analytics, or related field.
  • 5+ years in Customer Success, RevOps, or SaaS operations.
  • 2+ years of experience administering CS platforms or CRM tools.
  • Demonstrated success in forecasting, reporting, and lifecycle automation.
  • Experience developing and delivering training or enablement programs.
  • Familiarity with survey platforms such as Qualtrics or similar.
  • Strong understanding of Customer Success practices and metrics (RARE Model).
  • Proven ability to work cross-functionally across Marketing, Sales, IT, and Services.
  • Deep experience with CS tools (ChurnZero preferred) and CRM data structures (Salesforce a plus).
  • Expertise in Microsoft Excel and Power BI; ability to communicate insights visually.
  • Excellent organizational and communication skills, especially in synthesizing complex data.
  • Experience building and delivering training content to internal users.
  • Comfortable leading meetings, managing projects, and supporting executive stakeholders.
  • Experience supporting or enabling B2B SaaS marketing campaigns is a plus.
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