Customer Success Operations Manager II

Revenue Analytics - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

Professional, Scientific, and Technical Services

About the position

The Customer Success Operations Manager II plays a crucial role in supporting customer-facing teams by executing customer-related analysis and troubleshooting customer-reported issues. This position is responsible for partnering with internal teams to develop and monitor key performance indicators (KPIs) that reflect customer satisfaction, ensuring effective communication and collaboration across departments to enhance customer loyalty and advocacy.

Responsibilities

• Execute customer-related analysis and troubleshoot customer-reported issues efficiently.
• Partner with internal teams to support reporting on customer satisfaction through KPI development and monitoring.
• Collaborate with Customer Success, Sales, Science, and Product teams to ensure customer satisfaction and loyalty.
• Perform analysis and interpret customer data during and after implementation with oversight from leadership.
• Support the development of KPIs and dashboards to measure and report customer adoption of products.
• Proactively monitor customer scorecards to track adoption and communicate insights with the Customer Success team.
• Assist in troubleshooting customer-reported issues that require data analysis.

Requirements

• Bachelor's degree in Engineering, Economics, Business, or a related field.
• 4-6 years of experience in technology, product management, or consulting, preferably in a cross-functional setting.
• Proven ability to collaborate with key stakeholders to drive value through new strategies and tactics.
• Refined presentation skills with experience communicating complex concepts to diverse audiences.
• Advanced analytical capabilities and problem-solving skills, with proficiency in Excel and SQL; BI tool experience preferred.
• Ability to manage multiple commitments and tasks across various customers and initiatives.
• Exceptional leadership skills.

Nice-to-haves

• Experience in a SaaS environment.
• Familiarity with customer success metrics and reporting.

Benefits

• 401(k) matching
• Cell phone reimbursement
• Dental insurance
• Disability insurance
• Gym membership
• Health insurance
• Life insurance
• Open PTO plan (take what you need!)
• 10 paid holidays
• Flexible work arrangements