Customer Success Operations Manager

As the Customer Success Operations Manager, you will be responsible for strategically aligning all SheerID customer-facing teams – Success, Product Support, Professional Services, and Customer Marketing – to deliver an exceptional and cohesive customer experience. This role will drive operational excellence by establishing and refining processes, metrics, and tools, ensuring alignment with best practices and cross-functional collaboration across the Revenue Team. 

Your expertise in CX process optimization will enable SheerID to scale effectively, enhancing our ability for growth, accurate forecasting, and retention. You will be a key contributor in developing and implementing strategic initiatives that leverage data to inform next-best actions, creating seamless handoffs and a unified experience across the entire customer journey. 

This role will partner with many teams including but not limited to - Marketing, Sales, Deal Desk, Enablement, Product, Verification Support, and Finance. They will play a critical role within the Revenue Operations team reporting to the Director, Revenue Operations.

Role Specific Job Duties:

• Identify opportunities and lead the charge to streamline customer experience operations, automate tasks, and enhance efficiency for scale.
• Create and maintain internal departmental policies and playbooks, and team with enablement to drive adoption and adherence.
• Collaborate with sales and marketing teams to ensure smooth customer handoffs, insights on customer behavior, and optimize acquisition strategies.
• Define and track key KPIs and the mechanisms that influence them with revenue leadership.
• Work user submitted tickets related to CX tools and processes. 
• Maintain accurate data throughout CRM (Salesforce), ContractWorks and other systems to ensure consistency and accuracy for all stages of the customer journey.
• Be the subject matter expert on CX tech stack and through collaboration with systems admin, leadership, and enablement, ensure they are fully optimized to effectively manage the Customer Journey.
• Identify gaps in automation and/or tools and identify tools that may fill the gap by performing due diligence with needs, budget, timeline, and ROI in mind. 
• In collaboration with CS Leadership & Deal Desk - own the evolution to scale SheerID’s renewal and upsell motions,  seeking to align processes, systems and data for a frictionless experience for both internal users & customers. 
• Facilitate CS forecasting process with methodology, system design, and sales alignment for a single pane of glass view of SheerID revenue forecasting. 
• Serve as a versatile team member, capable of stepping into key contract and deal desk functions as needed - including contract repository management, playbook-guided contract redline reviews, Pricing approvals, DocuSign routing for signature and/or order form creation.

Required Skills / Experience:

• Comprehensive understanding of CS methodologies and best practices.  
• 3-5 years in a revenue operations, renewals specialist, or customer success role with a strong operational aptitude. 
• Excellent communication skills, both written and verbal, and the ability to build relationships and influence others at all levels of the organization and cross-functionally.
• Critical thinking skills and the ability to research and understand contract repository and pricing implications.
• Curiosity for and overall understanding on contract management and contract lifecycle management.
• Exceptional attention to detail and talent for accuracy and precision.
• Strong coordination and project management skills.
• Demonstrates good judgment in problem-solving and issue escalation.
• Customer-centric mindset with a focus on driving customer experience. 
• Highly proficient in Microsoft Word, Excel, and G-Suite and Salesforce.

Preferred Experience:

• Understanding of SaaS business models, specifically data processors.
• Intermediate experience with CX tools such as Salesforce, ZenDesk, Gong, Pendo and Matik. 
• Proficient Looker User. 
• Familiarity with or experience applying AI in a way that improves data availability, improves user experience, and/or increases efficiencies in day to day activities.

Performance Indicators:

• CX organization meeting or exceeding NRR & GRR expectations.
• Reduction in average time for key processes.
• Increase in tool feature utilization that improves efficiency & overall active usage of designated tools.
• Number of tickets resolved in a timely manner.
• Number of actionable insights provided to CS leadership that have resulted in process improvement.
• Feedback from CS team members on the effectiveness of operational support.

SheerID is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. SheerID believes that diversity and inclusion is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Please be aware that any communication related to this job posting will only come from email addresses ending in @sheerid.com. We strongly advise against engaging with any outreach from other sources, as they may be fraudulent.

To ensure your safety, please note that we will never:

Provide screening questions via email

Extend a job offer without a formal interview process

Request any personal information (such as Social Security numbers, banking details, etc.) through email or messaging platforms

If you receive any unsolicited requests or suspect fraudulent activity, please report it immediately. Your safety and privacy are of the utmost importance to us. Thank you for your attention and caution.