Customer Success Operations Manager

About the Role

Join our dynamic team as a Customer Success Operations Manager, where you will play a pivotal role in optimizing the processes and tools that empower our Customer Success team to deliver exceptional value to our clients. This is an exciting opportunity to drive efficiency, enhance customer satisfaction, and directly impact our growth at a leading technology company.

Responsibilities

• Design, implement, and continuously optimize Customer Success processes and workflows to improve efficiency and effectiveness.
• Administer and manage Customer Success platforms and tools (e.g., CRM, CS automation software), ensuring data integrity and optimal utilization.
• Develop, maintain, and analyze reporting dashboards to track key Customer Success metrics, identify trends, and provide actionable insights.
• Collaborate cross-functionally with Sales, Marketing, and Product teams to ensure seamless customer journeys and aligned operational strategies.
• Identify opportunities for automation and process improvement to enhance team productivity and the overall customer experience.

Requirements

• Proven experience (3+ years) in Customer Success Operations, Sales Operations, or a similar analytical and process-driven role.
• Strong analytical skills with proficiency in data analysis, reporting, and dashboard creation.
• Hands-on experience with CRM systems (e.g., Salesforce) and Customer Success platforms.
• Excellent project management, organizational, and problem-solving skills.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Must be legally authorized to work in Canada or the United States, with a preference for candidates located in the Eastern Time Zone.

Nice-to-Haves

• Experience with Docker or cloud-native technologies.
• Familiarity with subscription-based business models and SaaS environments.
• Certification in relevant operations, project management, or business analysis methodologies.

About the Team

You will be an integral part of a collaborative and growing Customer Success team dedicated to fostering strong client relationships and driving product adoption. This role directly contributes to our ability to scale operations, enhance our customer experience, and achieve strategic business objectives.