Client Success Operations Manager

The Role:

As the Client Success Operations Manager, you will deliver insights and impact across Client Success through defining, implementing, and monitoring key performance metrics; driving operational excellence, and enabling the execution and development of the Client Success strategy. This individual will support client facing teams through developing and executing processes, policies, and operational insights to help scale our high growth teams. In addition, you will draw upon your analytical skills to support the business in decision making for topics such as Key performance Indicators, Opportunity Forecasting, as well as growth opportunities within our existing client base.

The ideal candidate for this role possesses a growth mindset. They will thrive in situations of full independence but can seamlessly switch to being highly collaborative. This candidate is naturally curious with data and technology and will take complete ownership of learning all subject matter required to deliver exceptional support to our internal stakeholders.

If you possess a strong work ethic and are committed to achieving successful outcomes, and this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.

How You Will Make an Impact:

• Ensure accuracy and precision of operational activities facilitated by the Client Success Strategy and Operations team
• Aid in the upkeep and data accuracy of critical systems such as Salesforce, Client Success Platforms, and Jira
• Exhibit ownership of processes and projects, and demonstrate expertise in managing operational workflows, especially with regards to Catalyst
• Establish yourself as a subject matter expert on Client Success data, processes, and tools
• Promote uniformity in tools and processes to enhance efficiency in areas of responsibility amongst our cross functional stakeholders such as Sales, Channel, and Marketing
• Support Client Success leaders in the identification and management of account growth opportunities
• Leverage data and analytics to develop, lead, and measure results for GTM and adoption-related initiatives, programs, and campaigns

What You Bring to The Team:

• 5 years of related professional experience (Customer Support, Client Success, Project Management, Change Management, Operations, Implementation/Onboarding) at a high growth SaaS company
• Entrepreneurial self-starter who takes real ownership and delivers high-quality work, always looking to improve further
• Ability to forge strong relationships with business partners at all levels of the organization
• Ability to translate GTM strategies and complex business problems into actionable requirements and project milestones
• Ability to drive significant change initiatives across Client Success, scaling processes in a high growth company
• Excellent quantitative and analytical skills with the ability to tell a story using data
• Strong communication and interpersonal skills
• Proven experience using Client Success Platforms such as Salesforce, Gainsight, Catalyst and Churnzero
• Proven ability to utilize advanced Excel / Google Sheets formulae and techniques

What We Offer:

• Exceptional health, vision, and dental care
• Opportunity for equity ownership
• Life and AD&D, short- and long-term disability
• Employee Assistance Program
• Employee Resource Groups
• Fun company outings and events
• Unlimited PTO
• 401K with company match

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