Operational Business Partner, Customer Success

Trimble Inc. • Lake Oswego, OR

3d

About The Position

Role Overview The Customer Success Operational Business Partner (OBP) is a strategic advisor to the CSM organization. You will be responsible for translating business goals into operational reality. Your primary mission is to ensure that our customer success and renewals teams are highly utilized, internal processes are scalable, systems are adopted, KPIs are met and incentive plans are driving desired behavior. You will bridge the gap between the multiple functions of Customer Experience Operations and the Customer Success organization to drive operational excellence.

Requirements

• Experience: 5+ years in Customer Success, project management, or CX/Sales Operations.
• Education: Bachelor’s degree in Business, Finance, Operations, or a related field.
• Systems Experience: Proficiency in CRM platforms (preferably Salesforce) and Customer Success Platforms (e.g. Gainsight, Totango, ChurnZero) .
• Industry Experience: Direct experience in Construction or Engineering SaaS is highly preferred.
• Analytical skills: Ability to analyze customer data, usage trends, and health scores to support customer growth and proactively prevent churn.
• Communication: Exceptional "soft skills" to challenge senior stakeholders and manage conflicting priorities across departments.

Nice To Haves

• Industry Experience: Direct experience in Construction or Engineering SaaS is highly preferred.

Responsibilities

• Strategic Planning & Execution: Work with the VP of Customer Success and the Directors to develop annual operational plans.
• Financial Performance: Monitor and ensure execution of CS KPIs including NRR, GRR, LTV, and Expansion Revenue.
• Process Optimization: Identify bottlenecks in the customer lifecycle and support the implementation and prioritization of streamlined workflows or automation.
• Change Management: Act as a lead for internal initiatives, such as the rollout of enhancements of our Customer Success Platform, Gainsight, or other initiatives.
• Stakeholder Liaison: Serve as the primary point of contact between Customer Success leadership and CX Operations delivery teams.

Benefits

• Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans.
• Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.
• If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.

What This Job Offers

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