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Customer Success Strategy and Operations Manager
hace 2 meses
We are seeking a highly skilled and experienced Customer Success Strategy and Operations Manager to join our team at Make. As a key member of our organization, you will be responsible for driving the strategy, operational efficiency, and success of our customer success initiatives.
Key ResponsibilitiesStrategic Planning and Execution
- Develop and implement customer success strategies that drive retention, expansion, and customer satisfaction.
- Align customer success objectives with broader company goals and ensure seamless execution.
Operational Excellence
- Design and optimize customer success processes and workflows to enhance efficiency and effectiveness.
- Monitor key performance indicators (KPIs) and metrics to identify areas for improvement and implement data-driven strategies.
Methodology and Customer Assets
- Enhance and develop customer success methodology.
- Implement strategies to mitigate churn and increase customer retention rates.
- Orchestrate 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 to identify trends, pain points, and opportunities for improvement.
- Present insights and recommendations to senior leadership to inform strategic decisions.
Team Onboarding and Enablement
- Define and execute onboarding and enablement plan for customer success team.
- Ensure 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.
- Serve as the voice of the customer in cross-functional meetings to ensure customer needs are prioritized.
Qualifications
- 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 (e.g., Gainsight, ChurnZero) and CRM systems (e.g., Salesforce) a plus.
- Ability to thrive in a fast-paced, dynamic environment.
