
Operational Excellence Strategist
5 days ago
Are you passionate about driving customer success and operational excellence? Do you have a strong background in data analysis and customer success operations? We are seeking a highly skilled Senior Customer Success Operations Manager to join our team
Key Responsibilities:- Design and implement customer engagement frameworks focused on Revenue Growth and Net Dollar Retention.
- Analyze key customer health metrics such as retention, churn, and Net Dollar Retention (NDR) to inform data-driven decisions.
- Collaborate with the Customer Success team to ensure seamless handoffs between Sales → Onboarding → Customer Success.
Data Analysis & Reporting
You will use your expertise in data analysis, segmentation, and reporting to identify opportunities to optimize customer success processes and create targeted engagement strategies that drive revenue growth and customer retention. You will work closely with the Customer Success team to ensure that data-driven insights inform product development and feature adoption.
Automation & Process Optimization
As a Senior Customer Success Operations Manager, you will automate workflows and playbooks to scale CS processes and improve data integrity across all systems. Your expertise in this area will help us streamline processes and improve efficiency.
Qualifications & Skills:
- 5+ years in a Customer Success Operations, Revenue Operations, or Business Operations role.
- Strong experience with CS tools such as ChurnZero, Gainsight, PBI.
- Expertise in data analysis, segmentation, and reporting (Excel, SQL, or BI tools like Tableau, Looker, or Power BI).
- Experience in automating workflows and playbooks to scale CS processes.
- Strong understanding of customer retention, churn analysis, and expansion strategies.
- Ability to work cross-functionally with Sales, Marketing, and Product & Engineering teams.
- Strong communication skills to translate data-driven insights into actionable strategies.
- Knowledge of customer feedback frameworks (CSAT, NPS, CES) is a plus.
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