Sr. Customer Success Operations Manager

6sense

1d • Remote

About The Position

The Senior Customer Success Operations Manager is responsible for driving the operational efficiency and effectiveness of our Customer Success organization. This role will be responsible for developing, implementing, and optimising processes, tools, and metrics to enhance customer satisfaction, retention, and growth.
The role will act as a strategic partner to Customer Success leadership, ensuring that the team has the necessary resources and partner with the organization to deliver against key initiatives and programs using project management methodologies.

Requirements

• Bachelor's degree in Business, Operations Management, or a related field
• 3+ years experience in CS Operations or a similar role in a B2B SaaS company
• Proven track record of managing sales or CS operating cadence
• Strong profiency in managing customer forecasts, ideally within a forecasting solution (Clari, Gong, Salesforce)
• Demonstrated ability to drive strategic initiatives and programs
• Experience in data analysis and reporting, with proficiency in CRM systems (e.g. Salesforce) and data visualization tools (e.g. Tableau)
• Possesses an understanding of 6sense operations and how CS plays a role
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Flexibility and willingness to adapt to changing priorities and new responsibilities
• Proactive self-starter, identifying opportunities for improvement and driving initiatives forward
• Ability to maintain and optimize efficient processes with high level of accuracy and attention to detail
• Effective clear and concise communication style geared toward navigating fast-paced environment
• Proven ability to work collaboratively with cross-functional teams and build strong relationships

Responsibilities

• Develop and standardise CS processes to ensure consistency and scalability
• Help develop and refine the CS operating cadence and own the CS forecasting motion
• Identify and implement process improvements to enhance team efficiency and customer satisfaction, retention, and growth
• Create and maintain documentation across CSOps and contribute to broader initiatives
• Lead strategic initiatives and programs using project management methodologies to improve customer retention, satisfaction, and overall success
• Partner with Analytics to develop and track KPIs to measure the effectiveness of customer success efforts
• Report on performance metrics to leadership and provide recommendations for improvement
• Partner with Analytics to manage and analyze customer data to provide actionable insights and support decision-making
• Develop and maintain dashboards and reports to monitor key performance metrics
• Partner with Sales, Product, Marketing, and RevOps to ensure alignment on CS initiatives
• Facilitate communication and coordination between teams to address business needs and challenges
• Partner with Enablement on training and support to the CS team on tools, processes, and best practices
• Support execution of the Enablement calendar.

Benefits

• Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options.
• We’ll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our offices.
• We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform.
• Employee well-being is also top of mind for us. We host quarterly wellness education sessions to encourage self care and personal growth. From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds.

What This Job Offers

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