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Customer Success Operations Manager

2 months ago

London, Greater London, United Kingdom Botify Full time

As the Customer Success Operations Manager at Botify, you play a vital role in boosting the efficiency and effectiveness of our customer success endeavors. You will support Account Managers and Services Success Managers by implementing strong processes, analytics, and tools that enhance customer satisfaction and success.

Key Responsibilities:
  • Operational Efficiency: Develop and refine processes and systems to enhance the efficiency of customer success and service teams.
  • Data Management and Analytics: Implement and manage tools to track key customer success metrics, analyze data, and identify trends driving operational improvements and strategic decisions.
  • Resource Allocation: Ensure optimal resource deployment for customer success activities based on customer needs and business priorities.
  • Customer Lifecycle Management: Collaborate to optimize the customer journey from onboarding through renewal and expansion.
  • Training and Enablement: Develop and deliver training materials to improve team proficiency in using internal systems and best practices.
  • Collaboration and Support: Act as a liaison between teams to ensure a unified approach to customer challenges and opportunities.
  • Performance Reporting: Regularly report on customer account health, risk assessments, satisfaction levels, and renewal probabilities.
  • Project Management: Lead cross-functional projects to enhance customer success outcomes and operational scalability.
Requirements:
  • Bachelor's degree in Business Administration, Management, or related field.
  • Experience: Minimum 2 years in customer success operations or general operations in a SaaS organization.
  • Proficiency in CRM and customer success tools (e.g., Catalyst, Gainsight, Totango) a plus.
  • Strong analytical and data-driven mindset, with experience in data analysis and reporting.
  • Excellent communication and interpersonal skills to interact effectively at all organizational levels.
  • Knowledge of customer success processes and SaaS best practices.
  • Ability to manage multiple tasks and priorities in a dynamic environment.
  • Strong problem-solving skills and ability to work under pressure.
  • Proactive, self-directed, and innovative in achieving project goals.
  • Team player with a focus on collaboration.
Hiring Process:
  • 30 minutes with the Talent Acquisition Manager
  • Business Case
  • 45 minutes with the Global Director of Revenue Operations
  • 30 minutes with a member of the C-suite