Customer Success Operations Manager

Orum is making sales human again through conversations. We are an AI-driven, live conversation platform that accelerates sales teams by empowering salespeople to achieve more. Orum increases sales efficiency, speeds up pipeline growth, and lowers customer acquisition costs for various companies ranging in size from start-ups to large enterprises. Sales teams using Orum see consistent conversations, more meetings booked, and shorter rep ramp time - all while having fun and not burning out. We are beyond excited to hire an empowered, remote-first community to support Orum's next growth phase!

Our Mission is to accelerate sales teams by empowering salespeople to achieve more.

Our Vision is to be an iconic company that makes work more human, meaningful, and connected.

The Customer Success Operations Manager plays a key role in optimizing processes, reporting, and strategy to ensure the Customer Success team achieves its retention and growth objectives. This role is responsible for driving operational efficiencies, enhancing customer lifecycle management, and providing insights that support renewal forecasting, risk mitigation, and expansion strategies. As a strategic partner to leadership, the Customer Success Operations Manager collaborates cross-functionally to improve processes, develop reporting frameworks, and implement scalable systems that support the long-term success of Orum’s customers.

Salary: $130,000. We believe in salary transparency, respecting your time, and don't intend to waste it.

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Did you know? Research indicates men often apply for jobs if they meet just 60% of the criteria, but women and other underrepresented groups usually wait until they check every box. Let's change this pattern! If you see yourself fitting into this role, even without ticking all the boxes, we'd love to hear from you. At Orum, we value diverse perspectives and are excited to consider how your unique skills could contribute to our team's success.

Key Responsibilities:

• Support the Customer Success team in achieving retention and growth targets by optimizing key operational processes.
• Develop and enforce operating rhythms across Customer Success for renewal forecasting, account strategy, risk mitigation, and territory management.
• Drive and optimize core CS processes, including territory design, quota setting, opportunity management, compensation planning, and headcount forecasting.
• Serve as a strategic thought partner to revenue leadership, collaborating with Finance, HR, and GTM Strategy & Operations to define and execute growth strategies.
• Lead strategic initiatives that enhance Customer Success operations and drive long-term efficiency and effectiveness.

• Manage and provide reporting to CS leaders on key metrics such as:
• Renewals and expansion forecasts
• Product usage trends
• Individual Customer Success Manager (CSM) and Account Management performance metrics
• Track leading indicators of renewals and expansion, analyzing data to identify trends, risks, and opportunities for improvement.
• Implement and manage churn analysis processes, preparing quarterly loss and win reports with executive-level insights.

• Define customer journey touchpoints and processes to drive adoption, engagement, and a high Net Promoter Score (NPS).
• Detect early signals of at-risk renewals, design playbooks for CSMs to proactively address them, and establish escalation paths.
• Develop a scalable and automated process to identify top expansion candidates.

• Partner with cross-functional teams to support renewal and expansion targets and deliver on customer needs, including:
• Facilitating feedback loops between Customer Success and Product teams.
• Aligning with Support on major case resolution and bug reporting to Engineering.
• Providing Sales and Account Management with insights on customer readiness for upsells and expansions.
• Assisting the Onboarding team in overcoming implementation delays.
• Ensuring the Services team accurately tracks project hours and resource allocation.

• Establish and maintain customer tiering structures, assign accounts to CSMs, and forecast hiring needs based on workload and growth projections.
• Define key performance metrics for CSM compensation and establish target benchmarks.
• Partner with the Revenue Enablement team to provide training initiatives that enhance CSM effectiveness, including systems training for new hires.

• Work with the Systems and Data team to manage and optimize software that supports Customer Success operations.
• Implement automation and technology solutions to streamline workflows, improve data visibility, and drive efficiencies within the CS organization.

• 3-5 years experience in a Customer Success operations role
• Worked in a startup environment previously
• Ability to manage a tech stack both for provisioning as well as enablement of commonly used CS tools
• A background in reporting and analytics, and the ability to tell a story with data
• Experienced in creating and deploying segmentation playbooks

Benefits

✨ Flexibility to work anywhere in the US

✨ Flexible Vacation Policy

✨ Orum Days Off (1st Friday of every month, Holiday Break at the end of the year, and many additional observed holidays)

✨ 90% coverage for employees and dependents for healthcare, dental, and vision insurance plans

✨ Parental leave

✨ Life Insurance, Accidental Death & Disability coverage

✨ Meaningful stock options in Orum

✨ $1k equipment reimbursement for work-related items that's yours to keep

✨ Company laptop

✨ Company retreats and meetups for all employees to connect in person

✨ Company ERG - Women Of Orum (WOO)

Orum Is An Equal Opportunity Employer

We're committed to continually adding to our diverse team that represents various backgrounds, perspectives, and skills. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or accommodation due to a disability, you may contact us at hr@orum.com. In short, we want you to join in on the ride if you're talented for one of our roles, with no other qualifiers.