Manager, Customer Success Operations
Core
Lead a team of analytical and operational business partners to drive the operating rhythm, forecasting, and strategic planning for the global Customer Success organization.
Role type
Manager, Customer Success Strategy and Planning
Builds
Monthly/quarterly business reviews, forecasts, headcount/capacity plans, and territory assignments for the CS team
Domain
SaaS / Data Management / Customer Success Operations
Deliverable
dashboards & analysis
Required skills
Strategic planning, data analysis, team leadership, forecasting, process optimization, stakeholder management, Salesforce navigation, BI tool usage
Preferred skills
Consumption-based software model experience, player-coach management style, data-driven decision making
Technologies
Tableau, Google Data Studio, Looker, Salesforce
Responsibilities
Lead a team of analytical and operational business partners; Drive the operating rhythm including monthly/quarterly business reviews and forecasting; Partner with senior leadership to drive market analyses and shape long-term vision; Independently run forecasting and business review calls; Derive insights from data to recommend outcomes for CS leadership; Influence data and systems strategy to scale commercial teams; Conceptualize and pilot new CS workflows and programs; Collaborate on productivity and headcount scenario analyses
Seniority
Manager, hands-on leadership