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We're hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team in EMEA.
You will be the trusted business partner for the VP of Customer Success EMEA in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.
Responsibilities:
Reporting & Analysis:
Drive digital initiatives (SFDC integration/harmonization, dashboards for recurring reporting topics as well as ad hoc analysis).
Track & analyze leading indicators of renewals and upsell
Drive ARR enablement & ensure consistent ARR reporting
Defining & preparation of Quarterly Business Reviews (QBR) content, All Hands updates and monthly forecasting cadences.
Produce and manage dashboards and reports that the CSMs and CS Leadership can use as guiding resources for their business.
Portfolio Management:
Coordinate the definition and documentation of customer tiering characteristics.
Ensure new customers are assigned to the team appropriately.
Revenue Recognition:
Ensure that processes are complete end to end, working with Finance and Order Operations team to ensure the system reflects correct customer entitlement.
Risk Management:
Detect early signals of at-risk renewals and ensure the forecast accounts for these
Budget & Compensation:
Produce accurate fiscal planning expectations in collaboration with from CS leadership & EMEA zone leader
Determine and document the metrics on which variable compensation is based & targets definitions
Cross-Functional Coordination:
Coordinate cross-functional processes that help maximise efficiency of customer success team; especially with GSCS – Counterpart, Partnering, alignment (Tools, definitions, standards, etc.)
Enablement:
Produce & manage materials and information that help CSMs work more effectively.
Requirements:
SaaS knowledge required
Passion for designing processes that scale
Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Enjoys "getting their hands dirty" by digging into complex operations
Takes high degree of ownership over their work
Clear communicator with professional presence
Ability to lead through influence
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