Customer Success Operations Sr Manager

Company Description

At Revalize, we build the software and technology that powers sales of manufactured, complex products. Our customers rely on our software to select and sell everything from commercial ovens, to specialized pumps and valves, to grain elevators, and more. We are the global leader in sector-specific software solutions that help manufacturers optimize revenue operations through design applications, engineering simulations, product selection, CPQ, PIM, visualization, and data analytics.

Headquartered in Jacksonville, FL, we serve over 20,000+ customers across the globe.

Revalize is a portfolio company of TA Associates.

Job Description

The Customer Success Operations Sr Manager reports directly to the VP, Customer Success and plays a crucial role driving retention and scale.

The position is responsible for maintaining and improving processes, tools to drive world-class productivity and serves as a strategic partner to the GTM leadership team for implementing retention and scale enhancements. The candidate will be responsible for several key areas that are critical to our success including annual planning, segmentation and account planning, leading integration activities and functional testing for the renewal to cash process, [development and implementation of reporting and analytics], and will partner with sales enablement for identified opportunities to improve CSM performance. 

The successful candidate will be highly motivated with a high degree of focus on detail, process, and applied experience across all functions of a sales or Customer Success organization. The candidate will have experience leading this function, leading retention driving programs, and system integration projects.

Key Responsibilities 

• Retention and Scale Implementation: Manage and optimize the renewal and value realization motion, identifying improvements and automation opportunities to support retention, growth, and an improved customer experience.
• Change Agent & Program Management: Connect output from data analytics and reporting with recommendations into the VP and CRO on strategies or initiatives to drive the retention and growth of the business, some of which you will own as program lead.
• Acquisition Integration: Serve as the Customer Success owner for acquisition integration efforts, ensuring acquired company Success or Renewal teams are integrated onto our systems, into our processes, and are trained and enabled accordingly to thrive and contribute to our growth.
• Segmentation Management: Lead customer segmentation and account assignments 
• GTM Tech Stack: Ensure our GTM systems are effectively deployed, utilized, and trained on to maximize productivity, in partnership with the VP Business Systems and Sales Enablement. Leverage the power of integrated systems to enhance performance and visibility into their respective processes, and extract data-driven insights for informed decision-making and process optimization 
• Customer Success Team Support: Support CS Leaders and CSMs with opportunity management within SFDC, ad hoc reporting requests, and troubleshooting to ensure top performance, on-time renewal and invoicing, along with other duties as assigned.

Competencies 

To perform the job successfully, an individual should demonstrate the following competences: 

• Analytical – Experienced in analyzing situations, problems, and data to inform strategic decisions; hands on and ‘in the details’, able to articulate the situation and identify solutions 
• Program Management – Proven ability to plan, execute, lead cross-functional teams, establish accountability from others, and deliver outcomes on programs spanning the CS and Delivery organizations 
• Adaptability – Comfortable working within fast-paced environments and rapidly changing priorities; able to ‘go deep’ on projects requiring depth of thought and analytical savvy, while elevating to strategic thought and leading teams 
• Mental Agility – Must have a keen intellect and be comfortable with complexity; adept at tackling new challenges and solving problems 
• Communication – Strong ability to communicate complex ideas effectively across different levels of the organization; crisp verbal communication
• Collaboration – Able to work effectively with various teams and departments, at all levels of the organization from analysts, through to peers and ELT members in driving programs and outcomes 
• Systems & Process Design – Accomplished at building and improving process and systems that streamline operations, provide better visibility, and enhance productivity for Success, or similar functions

Qualifications

Qualifications

• 5+ years of experience in Customer Success with 3+ years in operations or revenue operations capacity for B2B software companies
• Experience within acquisitive companies and leading acquisition integrations 
• Demonstrable experience partnering with VP Success to drive retention and scale 
• Comfortable and credible interacting with leadership across the business and experienced driving cross-functional programs 
• Must be operationally equipped with keen focus on process and metrics with quantifiable results 
• In depth and hands-on experience with analysis, reporting with advanced Excel skills 
• Experienced owning and driving process improvements across the GTM tech stack (Salesforce)
• Bachelor’s degree 
• Ability to travel up to 25-30% 

Additional Information

All your information will be kept confidential according to EEO guidelines. Qualified applicants will be asked to complete a 30-minute online assessment as a part of your application. The official working time zones are EST for US employees and CET for EMEA employees.