Senior Customer Lifecycle Operations Manager

Crusoe • Sunnyvale, CA

3h

About The Position

We're looking for a dynamic and data-driven individual to join our Customer Success team. Reporting to the Director of Customer Success, you will own the Customer Lifecycle strategy, planning, and directly impact our customer’s success. You'll work closely with our Customer Success Managers, empowering them to focus on what they do best: building strong customer relationships.

Requirements

• Extensive experience utilizing Gainsight, with a proven ability to build and manage insightful dashboards.
• Ability to build strategic playbooks and track downstream impact across multiple teams
• Strong proficiency in data analysis and reporting, with hands-on experience in platforms such as Zendesk Explore and Sigma.
• A data-analytical mindset capable of translating complex data into actionable insights.
• Exceptional organizational skills and an eye for detail, ensuring accuracy in all operational tasks.

Responsibilities

• Own the operational backbone of our customer journey, from assisting with onboarding and off-boarding processes to ensuring top-notch data hygiene across our systems.
• Design the "Success Plans" and playbooks that our CSMs use to drive renewals and expansions.
• Be a master of data, utilizing your analytical skills with tools like Gainsight, Zendesk Explore, Sigma, and similar platforms to build and manage dashboards, drive insights, and create impactful reports.
• Support our Customer Success Managers by preparing Quarterly Business Review (QBR) decks and documentation, and managing SLA credit tracking.
• Play a key role in gathering customer feedback by administering and distributing NPS and CSAT surveys.

Benefits

• Industry competitive pay
• Restricted Stock Units in a fast growing, well-funded technology company
• Health insurance package options that include HDHP and PPO, vision, and dental for you and your dependents
• Employer contributions to HSA accounts
• Paid Parental Leave
• Paid life insurance, short-term and long-term disability
• Teladoc
• 401(k) with a 100% match up to 4% of salary
• Generous paid time off and holiday schedule
• Cell phone reimbursement
• Tuition reimbursement
• Subscription to the Calm app
• MetLife Legal
• Company paid commuter benefit; $300/month

What This Job Offers

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