Sr. Customer Success Operations Manager

Job Purpose

The Senior CS Operations Manager is responsible for driving the operational efficiency and effectiveness of our CS organization.  This role will be responsible for developing, implementing, and optimizing processes, tools, and metrics to enhance customer satisfaction, retention, and growth. The role will act as a strategic partner to CS 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. 

Responsibilities & Accountabilities 

1. Operational Excellence 

• Develop and standardize CS processes to ensure consistency and scalability 
• 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 

2. Strategic 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 

3. Data Management and Analysis 

• 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

4. Tool and System Management 

• Support the selection, implementation, and management of CS tools (e.g. Gainsight) and technologies 
• Ensure seamless integration of tools with other systems (e.g. Salesforce, support systems) 
• Support Staff CSOps Manager on delivery of Gainsight roadmap and milestone management 
• Support successful delivery of CSOps workflow via project management software (e.g. Asana) 

5. Cross-Functional Collaboration 

• 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 

6. Case Management 

• Triage, manage and complete cases in GTM case workflow 
• Provide guidance and oversight to CSOps Analyst 

7. Training and Support 

• Partner with Enablement on training and support to the CS team on tools, processes, and best practices 
• Support execution of the Enablement calendar

Performance Measurements 

• Successful delivery of declared strategic initiatives and programs 
• Effective collaboration with other departments, as evidenced by successful joint initiatives and feedback from stakeholders 
• Consistency in following standardized processes and adoption of best practices across the team 
• Accuracy and relevance of data and insights provided to the CS team and leadership 
• Effective guidance to CSOps Analyst, as evidenced by feedback 
• SLA adherence on GTM cases and increased productivity of the CS team 

Educational & Experience 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 and optimizing CS processes and tools 
• Demonstrated ability to drive strategic initiatives and programs 
• Proficiency with CS tools and technologies (e.g. Gainsight).  Admin experience or desire to develop experience 
• Experience in data analysis and reporting, with proficiency in CRM systems (e.g. Salesforce) and data visualization tools (e.g. Tableau) 

Competencies & Behaviors 

• 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 

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Base Salary Range: $100,875 to $147,950. The base salary range represents the anticipated low and high end of the base salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience. The base salary is one component of 6sense’s total compensation package for this position. Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board. In addition, 6sense provides a variety of benefits, including generous health insurance coverage, life, and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off (PTO). #Li-remote

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Last updated on Aug 19, 2024