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SeniorFull-timeAI
Salary Range
$66,300 - $89,700 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The Customer Success Operations Manager at 6sense is responsible for driving operational efficiency and effectiveness within the Customer Success organization. This role involves developing, implementing, and optimizing processes, tools, and metrics to enhance customer satisfaction, retention, and growth.
Key Responsibilities
- βDevelop and standardize CS processes to ensure consistency and scalability
- βHelp develop and refine the CS operating cadence and own the CS forecasting motion
- βIdentify and implement process improvements to enhance team efficiency and customer satisfaction, retention, and growth
- βCreate and maintain documentation across CSOps and contribute to broader initiatives
- βLead strategic initiatives and programs using project management methodologies to improve customer retention, satisfaction, and overall success
- βPartner with Analytics to develop and track KPIs to measure the effectiveness of customer success efforts
- βReport on performance metrics to leadership and provide recommendations for improvement
- βPartner with Analytics to manage and analyze customer data to provide actionable insights and support decision-making
- βDevelop and maintain dashboards and reports to monitor key performance metrics
- βPartner with Sales, Product, Marketing, and RevOps to ensure alignment on CS initiatives
- βFacilitate communication and coordination between teams to address business needs and challenges
- βPartner with Enablement on training and support to the CS team on tools, processes, and best practices
- βSupport execution of the Enablement calendar.
Requirements
- βBachelor's degree in Business, Operations Management, or a related field
- β3+ years experience in CS Operations or a similar role in a B2B SaaS company
- βProven track record of managing sales or CS operating cadence
- βStrong proficiency in managing customer forecasts, ideally within a forecasting solution (Clari, Gong, Salesforce)
- βDemonstrated ability to drive strategic initiatives and programs
- βExperience in data analysis and reporting, with proficiency in CRM systems (e.g., Salesforce) and data visualization tools (e.g., Tableau)
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