Fenix24 · 1 day ago
Customer Success Operations Manager
United States
Full-time
Remote
Mid, Senior Level
3+ years expFenix24 is the industry-leading cyber disaster recovery and restoration service, operating as The World’s First Civilian Cybersecurity Force. The Customer Success Operations Manager is responsible for optimizing and scaling Customer Success processes, tools, and metrics to ensure Managed Protection clients receive exceptional value while collaborating cross-functionally to enhance reporting and improve customer retention.
ConsultingCyber SecurityInformation Technology
Responsibilities
Design, implement and manage customer success workflows to drive efficiency and consistency in service delivery
Collaborate cross functionally to develop playbooks and standard operating procedures (SOPs) for onboarding, renewals, escalations and risk mitigation
Develop and maintain customer health scores and retention dashboards using tools like SurveyMonkey and Salesforce
Provide data driven insights to Customer Success Managers (CSMs) to proactively address churn risks and identify expansion opportunities
Create, track and report on all Managed Protection services to ensure clients are receiving maximum value
Own and optimize CS technology stack to enhance customer interactions and reporting
Work with Business Intelligence teams to integrate data sources and improve automation of key processes
Partner with our battalions to ensure a seamless customer experience from onboarding to renewal
Develop and deliver training and best practices for CSMs on tools, workflows and customer engagement strategies
Support leadership with quarterly business reviews
Additional responsibilities as assigned
Qualification
Required
3-5+ years of experience in Customer Success Operations, Sales Operations or related roles with a Managed Services or SaaS environment
Strong understanding of Customer Success frameworks, retention strategies and service delivery models in a Managed Services context
Data driven mindset with experience in Salesforce, PowerBI, SQL, Excel and other analytics tools
Strong project management skills and ability to drive cross-functional initiatives
Excellent analytical, organization, and problem-solving skills
Demonstrated strong written and oral communication skills, including strong relationship building skills and leadership capabilities
Ability to form relationships across all levels of the company while modeling Conversant's Culture and Values
Ability to apply general rules to specific problems to produce conclusions and responses
Strong analytical and problem-solving skills with high attention to detail
Ability to communicate effectively, both verbal and written
Ability to analyze data and trends to make informed recommendations
Experience optimizing workflows and increasing efficiencies
Ability to use data and analytics to drive CS strategy
Strong organizational skills to manage multiple initiatives simultaneously
Strong ability to present insights, train teams and drive initiatives
Ability to work across teams to align priorities and improve service delivery
Benefits
Private health insurance
Mental health and wellness programs
Company-matched pension scheme
Life insurance and income protection insurance
Monthly fitness/gym membership allowance
Company
Fenix24
As the world’s leading breach recovery firm, Fenix24 has an unparalleled understanding of the tactics used by modern threat actors.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Brandon Williams
Chief Technology Officer
Ron Zollman
General Counsel
Recent News
2025-04-28
Company data provided by crunchbase