Customer Success Strategy and Operations Manager
hace 4 semanas
At Make, we're seeking a seasoned Customer Success Strategy and Operations Manager to drive the success of our customers. As a key member of our team, you'll be responsible for developing and implementing customer success strategies that drive retention, expansion, and customer satisfaction.
Key Responsibilities:- Strategic Planning and Execution: Develop and implement customer success strategies that align with our company goals and objectives.
- Operational Excellence: Design and optimize customer success processes and workflows to enhance efficiency and effectiveness.
- Methodology and Customer Assets: Enhance and develop customer success methodology, implement strategies to mitigate churn, and orchestrate the design of internal and customer-facing assets.
- Reporting and Analytics: Develop and maintain dashboards and reports to track customer success metrics and outcomes, collect and analyze customer feedback, and present insights and recommendations to senior leadership.
- Team Onboarding and Enablement: Define and execute onboarding and enablement plans for the customer success team, ensuring available resources are leveraged to the fullest extent.
- Cross-functional Collaboration: Collaborate with sales, product, marketing, and support teams to align customer success strategies with overall business objectives, and serve as the voice of the customer in cross-functional meetings.
- Bachelor's or Master's degree in Business, IT, or a related field.
- 3+ years of experience in customer success, strategy, or operations roles within a SaaS or technology company.
- Proven track record of developing and implementing successful customer success strategies.
- Strong analytical skills with the ability to leverage data to drive decisions.
- Exceptional communication and interpersonal skills.
- Proficiency with customer success platforms and CRM systems a plus.
- Ability to thrive in a fast-paced, dynamic environment.
- RSUs grant in a rapidly growing company.
- Multinational team with 40+ nationalities.
- Learning & Development plan.
- 25 days of vacation, 24th&31st Dec company holiday.
- RSUs grant for a newborn child.
- Gym pass.
- Meal and transportation tickets, medical insurance.
- Family leave program, offering 24 weeks of paid leave for main carers and 12 weeks for supporting carers.
We celebrate diversity and are committed to creating an inclusive environment and equal opportunity in all aspects of employment. We make all employment decisions without regard to race/ethnicity, color, sex, pregnancy, age, sexual orientation, gender identity or expression, transgender status, national origin, citizenship status, religion, physical or mental disability, veteran status, or any other factor protected by applicable anti-discrimination laws.
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