200+ applicants

Company

Original Job Post

SQUIRE · 2 days ago

Customer Success Operations Manager

United States

Full-time

Remote

Mid, Senior Level

$130K/yr - $150K/yr

5+ years exp

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Responsibilities

Familiarity with Salesforce architecture, data model, and platform capabilities - Ability to perform various system administration tasks, such as managing automation, workflows, approvals, security, validation rules, and process development, especially within Service Cloud

Proactively design and implement technical solutions that align with a tool’s best practices; optimize existing setup and processes to better support the business and drive a best-in-class customer experience

Help drive business decisions for SQUIRE’s customer onboarding, success, support and growth at scale using process optimization and technology

Architect seamless integrations between Salesforce and other tools utilized by teams

Define, document, and develop a roadmap to support a scaling business

Monitor system usage and triage technical errors as needed

Improve data quality throughout systems and develop processes to drive improved data quality throughout the customer lifecycle

Evaluate, recommend, deliver and manage new technologies and identify opportunities to improve existing systems and processes within our GTM tech stack, including SFDC, ChurnZero and others

Identify process automation, working with cross-functional teams to drive these initiatives, such as Sales, Marketing, Product and Finance

The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SalesforceSystem AdministrationProcess DevelopmentTechnical Solutions DesignBusiness DecisionsIntegration ArchitectureRoadmap DevelopmentData Quality ImprovementTechnology ManagementProcess AutomationCross-functional CollaborationCustomer success operationsSaaS industryFinTech industryProcess engineeringChurnZeroCustomer onboardingAccount managementCS operationsStakeholder managementLong-term implicationsEnablementGovernanceCommunicationProject managementCollaborationInfluencingAnalyticalOrganization

Required

Help drive business decisions for SQUIRE’s customer onboarding, success, support and growth at scale using process optimization and technology

Architect seamless integrations between Salesforce and other tools utilized by teams

Define, document, and develop a roadmap to support a scaling business

Monitor system usage and triage technical errors as needed

Improve data quality throughout systems and develop processes to drive improved data quality throughout the customer lifecycle

Evaluate, recommend, deliver and manage new technologies and identify opportunities to improve existing systems and processes within our GTM tech stack, including SFDC, ChurnZero and others

Identify process automation, working with cross-functional teams to drive these initiatives, such as Sales, Marketing, Product and Finance

Preferred

5+ years of experience in customer success operations, preferably in the SaaS or FinTech industry

Experience optimizing post-sale processes via process engineering, software and tools, such as Salesforce, ChurnZero (customer onboarding, success, support and account management)

Exceptional communication, project management, collaboration, and influencing skills with the ability to influence and persuade stakeholders of a point of few and prepare thoroughly for critical questions

Proactively analyze, recommend improvements and communicate efficiency and effectiveness of CS operations to CS leadership

Detailed oriented, organized and have an eye for detail - particularly in the context of building complicated business systems and seeing longer-term implications of certain decisions

Ongoing communication, enablement, and governance of existing and new processes impacting CS organization, customers, and cross-functional partners (sales, product, marketing)