Customer Success Operations Manager

$97,000 - $122,000/Yr

Circleci

Full-time

Remote

About the position

The Customer Success Operations Manager plays a strategic role within CircleCI's Business Systems team, focusing on enhancing customer satisfaction and retention through operational efficiency and data utilization. This position supports Customer Success leaders by managing daily operations and tools, fostering collaboration across departments, and driving process improvements to meet customer needs effectively.

Responsibilities

• Support the Customer Success leaders by managing daily CS operations and Business Systems tools.
• Drive operational efficiency and process enhancements across customer-facing teams.
• Foster cross-functional collaboration between Customer Success, Sales, Marketing, Product, and Data teams.
• Ensure that customer needs are met promptly and effectively, incorporating customer feedback into product/service enhancements.
• Collaborate closely with the Data team to glean insights from performance metrics and drive data-driven decision making.
• Scale customer success initiatives, deploy standardized processes, and support the expansion of our customer base.

Requirements

• Proven experience in GTM Operations or a similar role.
• Strong understanding of customer success techniques and strategies.
• Excellent communication and interpersonal skills.
• Strong leadership and team management abilities.
• Proficient in using business software (like CRM) and the ability to learn new tools quickly.
• Strong analytical skills with attention to detail.