Senior Dir, Customer Success Operations

The Senior Customer Success Operations Director’s mission will be to improve and drive the effectiveness and efficiency of our Customer Success team. You will become the customer success teams trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale. The Customer Success Operations Director provides support and guidance to the Customer Success teams, helping them to effectively leverage the appropriate reporting tools and processes. Through regular reviews of available data this role will provide the CSM leadership team with insight into data that will help drive business decisions. This role will also assist in providing key metrics for objective and leading indicators or adoption, expansion, risk, and churn. Experience with implementing and managing a customer success platform will be an asset. 

 Position Responsibilities 

• Act as a business partner for the Customer Success teams providing data, insights and analysis into programs/reporting on retention, adoption, expansion, risk and customer health and opportunities. 

• Lead process improvements of the Customer Lifecycle: Help determine the timing and content of touch points for CSMs along the customer journey, to drive improved customer experience, product adoption and overall customer health. 

• Risk Management: Define, design and help detect with data driven insights early signals of at-risk renewals and design strategies with CS Leaders to address them, and provide path to escalation, reporting and mitigation. 

• Cross-Functional Collaboration and Partnership: Manage cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to share customer feedback to product, service, support, and operations teams internally. 

• Manage and hold CS team accountable through training, guidelines and process to adhere to reporting and administrative protocols. 

• Generate reporting when necessary for the Customer Success and/or develop better ways to provide meaningful insights, analysis, and trends relevant to the request. 

• Monitor and manage data quality within the systems and work with IT, Finance, Sales Operations, and other internal cross-functional teams to address the root cause of any quality issues and resolve them.  

Competencies (What you’ll bring to the role): 

• 5+ years' experience in operations managing client portfolio of varying sizes across multiple markets and/or geographies. 

• Experience mapping the customer journey with a specific focus on advocacy, onboarding, risk management and adoption programs 

• Data, analytical and reporting skills 

• Salesforce Subject Matter Expert 

• Passion for designing processes that scale 

• Organized with a proven ability to successfully manage multiple tasks while maintaining high quality outputs and delivering on time and with excellence 

• Ability to quickly establish rapport with all levels of personnel up to and including C-Suite executives 

• Ability to effectively communicate to stakeholders at all levels of the organization – with excellent written, oral, and presentation skills 

• Problem-solver and critical thinker with the ability to break down complicated issues and simplify complicated processes 

• Strong attention to detail in daily tasks and projects, while also having the ability to see beyond the individual tasks and understand the broader impact and implications of activities on other cross-functional teams. 

• Strong experience collaborating with cross-functional, multidisciplinary teams 

• Experience within a growth-oriented SaaS companies is ideal 

• Thorough understanding of business management, forecasting strategy and techniques 

• At least 5 years' experience in related industry or acting as a consultant on a major strategic planning program specifically with Customer Success 

• Understanding and exposure to Totango or other CS/CX Tooling 

Compensation: $190,000 - $245,000