PTV Logistics ยท 1 month ago
Customer Success Operations Manager (m/f/d)
United States
Full-time
Remote
Mid, Senior Level
4+ years expPTV Logistics is a leading global software company for transportation logistics. As a Customer Success Operations Manager, you will optimize processes and data infrastructure to enhance customer success efforts, enabling the team to deliver exceptional value and drive customer retention and growth.
Information TechnologySaaSSoftware
Responsibilities
Manage data infrastructure and deliver actionable insights to drive customer success strategy
Analyse customer data trends and develop intervention playbooks for at-risk accounts
Provide regular reporting to CS leadership on key performance indicators (KPIs) including health scores, engagement metrics, retention, and expansion
Oversee account assignments and book of business distribution to CSMs based on segmentation and capacity
Create and maintain dashboards to monitor customer lifecycle metrics and team performance
Develop and standardize the customer engagement framework across all customer segments
Maintain and update the CS Handbook, documenting processes, workflows, and best practices
Create customer-facing assets including success plans, playbooks, and enablement materials
Continuously identify opportunities to simplify processes and reduce administrative burden, improving team efficiency and effectiveness
Maintain CRM (Dynamics) and related customer-facing systems, ensuring data integrity and proper integration with tech ecosystems
Serve as primary stakeholder and administrator for Customer Success platform
Document system configurations, workflows, and automation rules
Provide training and best practice guidance on technology tools for the CS team
Identify and implement automation opportunities to scale customer touchpoints
Enable the CS team through process training, frameworks, and operational support
Collaborate closely with Revenue Operations and Sales Operations to ensure alignment on processes, data, and customer handoffs
Partner with Sales, Marketing, Product, and Support teams to integrate customer success efforts into the broader go-to-market strategy
Advise on company-wide customer success strategy, ensuring operational decisions align with customer goals and business objectives
Design customer lifecycle journeys and define appropriate touchpoints (human-led and digital) throughout the customer journey
Conduct risk management analysis and develop mitigation strategies
Support revenue forecasting by providing data on renewals, expansion pipeline, and churn predictions
Qualification
Required
You have a bachelor's degree and several years of relevant professional experience
Advanced data analysis and business intelligence capabilities with proficiency in dashboard creation and reporting
Systems thinking with ability to design end-to-end processes and identify optimization opportunities
Strong technical acumen for CRM administration, system integrations, and automation configuration
Process documentation and standardization expertise with attention to detail
Strategic mindset with ability to translate business objectives into operational initiatives
Change management skills to drive adoption of new processes and tools across teams
Excellent communication skills for training, documentation, and cross-functional collaboration
Project management capabilities to manage multiple initiatives and priorities simultaneously
Problem-solving orientation with ability to identify root causes and implement scalable solutions
Stakeholder management skills to influence and align diverse teams without direct authority
Comfort with ambiguity and ability to build structure in evolving environments
Customer-centric approach with understanding of SaaS customer lifecycle and success metrics
Company
PTV Logistics
PTV Logistics offers software components for logistics and transportation optimization, route planning, and geographic data analysis.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase