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.
-
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 experience
-
Own quarterly forecasting for the Mid-Market portfolio, partnering with Business Insights, Sales, Finance, and Sales Operations for accurate reporting
-
Drive and support content and Q&A coordination for regional QBRs and All-Hands
-
Monitor execution of the commission plans, including commission questions and exception request approvals with leadership
-
Regularly track KPIs against organizational business goals
-
Own quarterly Churn and Downsell analysis for Mid-Market, with trend summaries, strategies, and deliverables for churn prevention strategy
-
Collaborate with the BI team to provide accurate and on-point business data and analysis to support leaders in their decision-making and team management
-
Oversee and drive strategic program, process and systems rollouts in Mid-Market through a designed framework for scale
-
Help monitor documentation for Customer Success systems and processes
-
Coordinate cross-functional processes that help drive renewal and upsell targets
-
3+ years in Customer Success or Revenue Operations
-
Experience working with Commercial or Mid-Market customers at scale
-
Excellence in data management and systems usage
-
Team player attitude and a global mindset
-
Dedicated and relentless project leadership and execution
-
Excel/Google Sheet experience and an aptitude for learning new systems
-
Strong collaborative skills and the ability to influence peers and management
-
Independently capable of seeking information, solving conceptual problems, corralling resources and delivering results in complicated situations
-
Comfortable analyzing data and presenting to leadership in a thoughtful and concise manner
-
Takes a high degree of ownership over their work
-
To be data-driven, curious, and deeply passionate about Customer Success
-
Lead with creative problem-solving, and leverage data to drive influence and strategy while thinking of systems holistically
-
Have 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 KPIs
-
This is a demanding role that requires strong priority management and interpersonal skills
For compensation, we set standard ranges for all roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only and do not include bonus, commission, equity, or benefits.
