Customer Success Operations Manager

7 days ago

Bengaluru, India Responsive Full time

Responsive, formerly RFPIO, is looking for a dynamic Customer Success Operations Manager to partner with and support our growing Customer Success team. As a key member of the Customer Success Operations team, you'll work closely with Customer Success leadership, as well as manage an offshore team of data analysts and systems administrators. You can expect to partner cross functionally with colleagues on Revenue Operations, Marketing, Product, and Sales teams. Your role will be vital, where you'll build and enhance processes, systems, and analytics to help our Customer Success teams operate efficiently and effectively.

The ideal candidate will have a holistic approach to Responsive Customer Success Operations strategy. This leadership role is essential to scale our team most efficiently and effectively through proactive communication, domain expertise, project management, and a passion to continue to build our business.

How you'll make an impact:

  • Lead and develop a team of data analysts and systems administrators to deliver timely and insightful analyses to Customer Success Leadership
  • Develop insights and recommendations on key objectives from initial hypotheses generation, analysis, and executive ready output
  • Drive and optimize key processes and strategic initiatives in Customer Success - churn and retention analyses, resource allocation, insightful reporting, CSM performance tracking, customer feedback loops
  • Develop and enforce operating rhythms across Customer Success for renewal forecasting, risk mitigation, and customer feedback
  • Complete data analysis with large data sets to gather insights required to meet key business objectives and deliverables - GRR, renewal rates, churn analysis, product adoption metrics, retention forecasting, account health, NPS, adoption
  • Define and document key processes across the Responsive Customer Lifecycle - account handoff, proactive touchpoints, cross-functional coordination
  • Develop and maintain dashboards, reports, and data visualizations to provide actionable insights and support strategic decision making for the Customer Success leadership team and leadership

What we'd love to see:

  • 10+ years experience working in Customer Success, Customer Success Operations, and/or Sales Operations
  • Demonstrated ability to coach and grow direct reports
  • Systems and process oriented, with experience analyzing customer data to support revenue goals - Excel / Google Sheets a must
  • Sales/CSM Tool administration and/or reporting experience - SFDC experience required; Gainsight experience highly desirable.
  • Ability to work collaboratively and drive projects from start to finish in a fast-paced environment
  • Highly collaborative, team oriented, and comfortable leading cross-functional projects
  • Professional writing and communication skills for both customer and executive audiences

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