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Customer Success Operations Manager

1 month ago

London, Greater London, United Kingdom Botify Full time
Customer Success Operations Manager

As a key member of the Botify team, you will play a crucial role in enhancing the operational efficiency and effectiveness of our customer success initiatives. Your primary focus will be on supporting both Account Managers and Services Success Managers by implementing robust processes, analytics, and tools that drive customer satisfaction and success.

Key Responsibilities:
  • Operational Efficiency: Develop and refine processes and systems to improve the efficiency of the customer success and service teams.
  • Data Management and Analytics: Implement and manage tools and processes to track key customer success metrics. Analyze data to identify trends and insights that drive operational improvements and strategic decisions.
  • Resource Allocation: Ensure optimal deployment of resources for customer success activities based on customer needs and business priorities.
  • Customer Lifecycle Management: Collaborate with Account Managers and Services Success Managers to optimize the customer journey and lifecycle processes, from onboarding through renewal and expansion.
  • Training and Enablement: Develop and deliver training materials and tools in collaboration with the enablement director to improve the proficiency of the customer success and service teams in using internal systems and following best practices.
  • Collaboration and Support: Serve as a key liaison between customer success, service teams, and other departments to ensure a cohesive approach to customer challenges and opportunities.
  • Performance Reporting: Regularly report on the health and progress of customer accounts, including risk assessments, satisfaction levels, and renewal probabilities.
  • Project Management: Lead and contribute to cross-functional projects that enhance customer success outcomes and operational scalability.

Requirements:

  • Bachelor's degree in Business Administration, Management, or a related field.
  • At least 2 years of experience in customer success operations or a general operations role within a SaaS organization.
  • Proven experience in using CRM and customer success tools.
  • Strong analytical and data-driven mindset, with experience in data analysis and reporting.
  • Knowledge of customer success processes and best practices in the SaaS industry.
  • Proactive, self-directed, and keen on developing new approaches to achieving project goals.