Customer Success Operations Manager Job in Fareye

Position Overview

We re hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the VP (or Director) of Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

Key Responsibilities

• Report to executives and the board on past results, renewals and upsell forecasts, e.g. through dashboards and presentations
• Track leading indicators of renewals & upsell, and analyse them to understand what is going well and what s not
• Monitor and inform against upcoming renewals, changes in adoption, usage
• Facilitate CSMs in creation of EBR documents
• Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and NPS
• Coordinate with Communications leads to synchronize email outreaches with CSM touch points
• Run NPS program for clients along with VP CSM and Marketing team
• Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
• Identify top candidates for upsell
• Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers needs, including processes for CSMs to.
• Relay customer feedback to the Product team
• Align with the Support team on resolution of major cases and report bugs to the Engineering team
• Provide feedback to Sales on the readiness of our customers Help the Onboarding team overcome any delays in implementation

Desired Skills/ Knowledge

• 2-4 years in an operations role with a focus on Customer Success or similar function at an Enterprise/ B2B SAAS company
• Passion for designing processes that scale
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Understand (and enjoy) operational processes and efficiency
• Takes high degree of ownership over their work
• Clear communicator with professional presence
• Strong listening skills; open to input from other team members and departments
• Ability to lead through influence
• Previous experience in similar role
• Experience with Customer Relationship Management Software
• Experience with Support platforms
• Understanding of Key Performance Indicators (KPIs) for Customer Success
• Data analytics, business intelligence, and reporting skills
• Strong Excel / Sheets skills
• Exposure to Logistics/ Retail/ Manufacturing industries
• Exposure to EMEA / APAC Market