Customer Success Operations Manager

Fenix24

1d

About The Position

The Customer Success Operations Manager is responsible for optimizing and scaling our Customer Success processes, tools and metrics to ensure our Managed Protection clients receive exceptional value. You will work cross-functionally with CS, Sales, Implementation and Professional Services teams to streamline workflows, enhance reporting and improve customer retention.

Requirements

• 3-5+ years of experience in Customer Success Operations, Sales Operations or related roles with a Managed Services or SaaS environment.
• Strong understanding of Customer Success frameworks, retention strategies and service delivery models in a Managed Services context.
• Data driven mindset with experience in Salesforce, PowerBI, SQL, Excel and other analytics tools.
• Strong project management skills and ability to drive cross-functional initiatives.
• Excellent analytical, organization, and problem-solving skills.
• Demonstrated strong written and oral communication skills, including strong relationship building skills and leadership capabilities.
• Ability to form relationships across all levels of the company while modeling Conversant’s Culture and Values.
• Ability to apply general rules to specific problems to produce conclusions and responses.
• Strong analytical and problem-solving skills with high attention to detail.
• Ability to apply general rules to specific problems to produce conclusions and responses.
• Ability to communicate effectively, both verbal and written.

Nice To Haves

• Ability to analyze data and trends to make informed recommendations.
• Experience optimizing workflows and increasing efficiencies.
• Ability to use data and analytics to drive CS strategy.
• Strong organizational skills to manage multiple initiatives simultaneously.
• Strong ability to present insights, train teams and drive initiatives.
• Ability to work across teams to align priorities and improve service delivery.

Responsibilities

• Design, implement and manage customer success workflows to drive efficiency and consistency in service delivery.
• Collaborate cross functionally to develop playbooks and standard operating procedures (SOPs) for onboarding, renewals, escalations and risk mitigation.
• Develop and maintain customer health scores and retention dashboards using tools like SurveyMonkey and Salesforce.
• Provide data driven insights to Customer Success Managers (CSMs) to proactively address churn risks and identify expansion opportunities.
• Create, track and report on all Managed Protection services to ensure clients are receiving maximum value.
• Own and optimize CS technology stack to enhance customer interactions and reporting.
• Work with Business Intelligence teams to integrate data sources and improve automation of key processes.
• Partner with our battalions to ensure a seamless customer experience from onboarding to renewal.
• Develop and deliver training and best practices for CSMs on tools, workflows and customer engagement strategies.
• Support leadership with quarterly business reviews
• Additional responsibilities as assigned.

Benefits

• Internal and external learning & development opportunities, including career advancement
• Competitive compensation & benefits including:
• Private health insurance
• Mental health and wellness programs
• Company-matched pension scheme
• Life insurance and income protection insurance
• Monthly fitness/gym membership allowance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed