44 applicants

Company

Dental Intelligence Inc. · 5 hours ago

Customer Success Operations Manager

United States

Full-time

Remote

Mid Level

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Comp. & Benefits

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Responsibilities

Align CS Operations with Business Goals : Ensure that the customer success strategies support all CS organizational goals. Since there is an operations leader for Support and Mid-Market/Enterprise, this role will prioritize support for the SMB team and help to level up the Mid-Market/Enterprise and Support individual contributors.

Identify Growth Opportunities : Use customer feedback to identify areas for improvement and create processes that enhance customer service, rather than focusing on market trend analysis.

Resource Allocation : Allocate resources effectively to support both growth and retention goals.

Manage Direct Reports : Provide leadership, mentorship, and guidance to the three direct reports.

Performance Management : Set performance goals, conduct regular reviews, and provide feedback.

Skill Development : Identify training needs and opportunities for professional development within the team.

Streamline Workflows : Evaluate and improve existing processes to enhance efficiency and customer satisfaction.

Standard Operating Procedures : Develop and implement SOPs for consistent service delivery across all customer segments.

Cross-Functional Collaboration : Work closely with key stakeholders in SMB, mid-market/enterprise, and support to ensure cohesive operations.

Metrics and KPIs : Define key performance indicators for customer success and support teams.

Data-Driven Decisions : Utilize data from Gainsight, Salesforce, and Intercom to make informed decisions.

Reporting : Prepare and present detailed reports on customer health, churn rates, and other critical metrics to senior management.

Gainsight Strategy : While the technical Gainsight administration is handled by a dedicated Gainsight Admin, the CS Operations Manager will drive the strategic use of Gainsight. They will define how Gainsight should be leveraged to enhance customer success initiatives, improve customer health scoring, and increase retention.

Tool Integration : Ensure effective integration and strategic alignment of Intercom, Salesforce, and other tools to maximize efficiency.

System Enhancements : Identify and recommend technology enhancements to support CS goals, working closely with the Gainsight admin for implementation where necessary.

Vendor Management : Manage relationships with technology vendors and service providers.

Customer Feedback Loop : Establish mechanisms to collect and act on customer feedback.

Personalized Engagement : Develop strategies for personalized customer interactions based on segment-specific needs.

Retention Strategies : Implement initiatives to improve customer retention, especially within the SMB segment.

Ensure Effective Execution : Oversee the team to make sure they are focused on getting the right things done at the right time, with a high level of speed and accuracy.

Project and Task Management : Take ownership of CS Ops projects and tasks, ensuring they are consistently completed on time and meet quality standards.

Stakeholder Communication : Maintain clear, ongoing communication with key stakeholders to keep them informed on progress, priorities, and any roadblocks, ensuring alignment and transparency.

Project Management : Lead critical projects that require a high level of expertise and coordination.

Direct Problem Solving : Engage directly in troubleshooting complex issues that arise within the team.

Best Practices Implementation : Stay updated with industry best practices and implement them within the organization.

Holistic Oversight : While the current team members are focused on specific areas, the CS Operations Manager will have a holistic view of the entire customer success operation.

Strategic Focus : The manager will focus on strategic initiatives that align with company goals, such as expanding the mid-market and enterprise segments.

Process Integration : They will work on integrating processes across different teams to ensure consistency and efficiency.

Data Synthesis : Unlike team members who might focus on data within their domain, the manager will synthesize data across all areas to provide actionable insights.

Leadership and Mentorship : Will provide leadership beyond task management, focusing on developing team capabilities and career growth.

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 OperationsGainsightSalesforceIntercomData AnalysisProcess OptimizationProject ManagementCustomer FeedbackPerformance ManagementResource AllocationVendor ManagementBest Practices Implementation

Required

Experience in Customer Success Operations or a related field.

Proven leadership skills with experience managing direct reports.

Strong understanding of customer success strategies and metrics.

Experience with tools such as Gainsight, Salesforce, and Intercom.

Ability to analyze data and make data-driven decisions.

Excellent communication and stakeholder management skills.

Experience in process optimization and developing standard operating procedures.

Ability to identify growth opportunities and implement retention strategies.

Experience in project management and executing strategic initiatives.

Preferred

Experience in SaaS or technology-driven environments.

Familiarity with the dental industry or healthcare sector.

Experience with vendor management and technology integration.

Knowledge of digital customer success strategies and trends.

Benefits

Flexible Time Off + 11 paid holidays

Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, •AND• we match your HSA contributions.

Company sponsored Life, Disability & AD&D

Mental Health support programs, Cellphone & Gym membership Discounts

100% Paid Parental Leave

401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.

Tuition Reimbursement program