Job Description
The role involves managing and optimizing the Customer Success Operations team to improve post-sales processes, drive customer retention and expansion, and support scalable growth within a fast-paced SaaS environment.
Key Responsibilities
- Partner with senior leadership to optimize Customer Success processes, ensuring scalability and efficiency.
- Lead and manage a team of Customer Success Operations professionals to support post-sales initiatives.
- Execute large cross-functional projects to improve customer outcomes through process redesign, tooling, and analytics.
- Assess, prioritize, and develop roadmaps for CS-specific requests and process improvements aligned with company goals.
- Collaborate with systems and technology teams to enhance automation, define requirements, conduct user acceptance testing, and manage communications.
Requirements
- Minimum of 6 years of experience in Revenue Operations roles, preferably supporting Customer Success specifically, supporting cross-functional sales organizations within a fast-paced, iterative, forward-thinking SaaS environment.
- Proven ability to drive improvements in Revenue workflows through cross-functional project management and build long-term solutions.
- Strong organizational skills and business judgment with a track record of leading complex projects from strategy through execution.
- Analytical mindset and ability to use data to influence strategy and decision-making.
- Advanced experience with Gainsight and Salesforce strongly preferred.
- Excellent communication skills and experience translating policy process into field-facing resources and guidance.
- Bachelor’s degree from a top university with a focus in business, finance, economics, or engineering preferred.
- Ability to support and partner with senior leaders across go-to-market teams to design, build, and run critical business capabilities for a post-sales organization.
- Ability to lead and manage a team of high-performing Customer Success Operations professionals.
- Experience running large cross-functional projects focused on improving customer outcomes, including process redesign, tooling enhancements, and analytics-driven improvements.
- Experience assessing and prioritizing Customer Success-specific requests and process gaps based on business impact and effort, and developing a roadmap aligned to core company goals.
- Experience collaborating with Post Sales Systems and Revenue Technology teams to enhance automation, deliver scalable tooling, define business requirements, conduct User Acceptance Testing (UAT), and manage end-user communications.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Ready to Apply?
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