Note: The job is a remote job and is open to candidates in USA. AlphaSense provides AI-driven market intelligence and search to help sophisticated companies make informed decisions. The Manager, Customer Success Operations will develop enabling tools, streamline Customer Success processes, own core metrics, and improve productivity and efficiency across the Customer Success organization. The role will also support reporting, technology workflows, strategic programs, and cross-functional operational initiatives.
Responsibilities
- **Domain Expertise:** Apply deep working knowledge of customer success and account management to guide how Customer Success Operations supports the broader CS org. Exposure to pre-sales and application specialist functions is a plus
- **Program & Process Operationalization:** Support the operating model, cadence, and governance for our roadmap of strategic customer projects, and optimize existing Customer Success processes to ensure scalability as we grow
- **CS Metrics Ownership:** Own the definitions, methodology, and standards behind our core Customer Success metrics, including NRR, GRR, renewal rate, and usage and engagement KPIs, ensuring consistency across reporting and business reviews
- **Technology & Workflow:** Support our Customer Success tool strategy across systems like Salesforce, Gainsight, Clari, Gong, and Tableau, executing on priorities identified by CS leadership
- **Firefighting & Escalation:** Act as an escalation point for operational issues, whether a broken workflow, data discrepancy, or urgent tooling issue, and drive fast, durable resolution
- **Relationship Building:** Develop strong relationships with the Customer Success team to understand and implement best practices, focusing on where they lack visibility or see gaps in process
- **Scale & Repeatability:** Build the playbooks, templates, and standards needed to expand customer programs from a handful of accounts to full coverage across strategic segments
- **Data Partnership:** Partner with the Senior Manager, Customer Success Operations on the KPI trackers, dashboards, and impact reporting that make each program measurable
- **Reporting:** Create and optimize reporting and dashboards, including attainment, trends, and on demand dashboards. Support data governance practices, consistent source of truth, clean hierarchy data, accurate field population, that keep our reporting trustworthy as the business scales
Skills
- 5 to 8 years of experience working within a Revenue organization, playing a key role in driving productivity for the Customer Success team
- Prior people management experience required
- Operations professional with a passion for driving productivity, improving processes, and using new technology to drive revenue at a high growth B2B SaaS company
- Strong understanding of core SaaS and Customer Success metrics, including NRR, GRR, renewal rate, and usage-based KPIs, with experience owning metric definitions and standards, not just reporting on them
- Experience optimizing and rolling out new technology, workflows, and processes within a revenue organization
- An ability to think strategically, act tactically, and write effectively
- A creative problem solver who identifies new and innovative ways to drive productivity
- A strong project manager who enjoys making things better
- Enjoys working cross-functionally and building strong relationships with stakeholders across the business
- Demonstrates exceptional organizational skills and attention to detail
- Experience with the B2B sales process and the tools it takes to succeed
- Bonus: experience with SQL, or a data warehouse tool such as Snowflake or BigQuery, and familiarity with a BI platform such as Tableau
Benefits
- You may also be offered a performance-based bonus, equity, and a generous benefits program.
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