The mission of the Customer Success Operations team is to align customer success strategy to its execution. This person will serve as a business partner and direct theater support for Mid-Market Customer Success to drive critical business insights and fundamentally improve process execution. As an entrepreneurial, organized and analytical problem-solver, this person will be responsible for optimizing business forecasting, region-wide Customer Success meetings, strategic program roll-outs, and change management.
What you’ll do
Support the VP of Customer Success, Mid-Market by owning day-to-day processes and an overview of the end-to-end Mid-Market customer experienceOwn quarterly forecasting for the Mid-Market portfolio, partnering with Business Insights, Sales, Finance, and Sales Operations for accurate reportingDrive and support content and Q&A coordination for regional QBRs and All-HandsMonitor execution of the commission plans, including commission questions and exception request approvals with leadershipRegularly track KPIs against organizational business goalsOwn quarterly Churn and Downsell analysis for Mid-Market, with trend summaries, strategies, and deliverables for churn prevention strategyCollaborate with the BI team to provide accurate and on-point business data and analysis to support leaders in their decision-making and team managementOversee and drive strategic program, process and systems rollouts in Mid-Market through a designed framework for scaleHelp monitor documentation for Customer Success systems and processesCoordinate cross-functional processes that help drive renewal and upsell targets What you’ll need to succeed
3+ years in Customer Success or Revenue OperationsExperience working with Commercial or Mid-Market customers at scaleExcellence in data management and systems usageTeam player attitude and a global mindsetDedicated and relentless project leadership and executionExcel/Google Sheet experience and an aptitude for learning new systemsStrong collaborative skills and the ability to influence peers and managementIndependently capable of seeking information, solving conceptual problems, corralling resources and delivering results in complicated situationsComfortable analyzing data and presenting to leadership in a thoughtful and concise mannerTakes a high degree of ownership over their work To be data-driven, curious, and deeply passionate about Customer SuccessLead with creative problem-solving, and leverage data to drive influence and strategy while thinking of systems holisticallyHave a customer-centric mindset and understand the end goal is to retain and grow our customer base Able to drive change management and develop methods to measure and systemize KPIsThis is a demanding role that requires strong priority management and interpersonal skills