Customer Success Operations Manager

Varonis•Austin, TX

3d•Remote

About The Position

Varonis seeks a highly motivated Customer Success Operations Manager to orchestrate the customer journey, identify customer needs, and drive value realization. The role is pivotal in improving the efficiency and effectiveness of customer success initiatives. The manager will work closely with regional leadership and cross-functional teams to develop and implement strategies that enhance customer satisfaction and loyalty. Analytical skills, technical proficiency, and process optimization will help ensure customer success operations are data-driven and aligned with business objectives. The position includes developing customer success operating practices, setting and tracking goals and KPIs, analyzing customer data and feedback, collaborating on account plans, and creating training materials for customer success teams. The posting requires a CST time zone; EST may also be considered. The listing includes the hashtag #LIRemote.

Requirements

Bachelor’s or Master’s degree in Business Administration, Marketing, Management, or a related field.
Proven experience in customer success, operations management, or a similar role.
Extensive experience in customer success operations or related leadership roles.
Familiarity with customer success systems, tools, and technologies.
Strong understanding of customer journey mapping and experience optimization.
Ability to analyze data and make data-driven decisions.
Experience with performance tracking and reporting tools.
Strong verbal and written communication skills.
Strong interpersonal skills to build relationships and foster collaboration.
Strong leadership and team management skills.
Proven track record of driving customer success and satisfaction.
Strong problem-solving skills and ability to develop effective solutions.
Project management skills, including managing multiple projects and setting priorities.
Skills in streamlining processes and implementing improvements.

Responsibilities

Develop and implement standard methodologies for customer success operations.
Set and track goals, KPIs, and metrics to measure success.
Collect, analyze, and interpret customer data.
Use data insights to inform strategies, predict trends, improve customer retention, and increase growth opportunities.
Work with sales, account managers, and Technical Account Managers (TAMs) to create account plans that deliver meaningful outcomes.
Ensure cohesion and alignment with overall business objectives.
Implement and maintain a feedback loop to gather customer insights.
Analyze customer feedback and use it to improve services and the customer experience.
Create training materials and provide ongoing education for customer success teams.
Ensure customer success teams are up to date with best practices and tools.
Lead and motivate customer success teams.