Vercel · 6 hours ago

Senior Customer Success Operations Manager

Remote - United States

Full-time

Remote

Senior Level

$140K/yr - $190K/yr

5+ years exp

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Responsibilities

Collaborate directly with the Customer Success leadership and Revenue Operations partners to build efficient operational process and define customer playbooks

Improve existing operational processes and systems to drive GTM efficiency; automate where possible and design systems that delight GTM stakeholders

Create and own end-to-end project plans: Prioritize key initiatives, scope and execute work-stream proposals

Manage Operational Cadences, such as Renewal Forecasting, Business Reviews, CS Company Goals and KPIs

Support key initiatives, such as Digital and Pooled (At-Scale) strategy & programming

Solve internal support requests: triage and/or resolve GTM requests from the field

Create and maintain enablement assets on playbooks and training materials with field enablement

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.

Customer Success OperationsSales OperationsAnalytics ExperienceSalesforce ExperienceProject ManagementGTM SaaS ApplicationsSQLBusiness IntelligenceProject Management CertificationSalesforce Certified Administrator

Required

5+ years of experience in Customer Success Operations, Sales Operations

2+ years experience working with VP+ level stakeholders

Analytics Experience: Execute analyses with no supervision in Excel including capacity planning, NRR forecasting, cohort analysis, if / then logic.

Salesforce Experience (or CRM): Experience building reports and dashboards, understands standard object orientation, is knowledgeable about workflows / process builder.

GTM SaaS Application Experience: Familiar with common SaaS GTM applications and is able to learn new tools (Outreach, BoostUp, Gainsight, etc.)

Project / Program Management: Manage complex end-to-end project cycles including but not limited to requirements gathering, implementation, enablement, post-mortem and optimization.

Prioritization: Ability to prioritize initiatives and deliverables in a fast-paced setting while minimizing distractions

Track record of results in fast-moving environments and ability to excel under ambiguity