Customer Success Operations Sr Manager/director
Zimperium, Inc., a leader in mobile security solutions, is seeking a detail-oriented and strategic Customer Success Operations Sr Manager/Director. This role is integral to the success of our customer experience initiatives, working closely with the Sr. Vice President of Global Customer Experience and Sr. Director of Customer Success Strategy to optimize operations and drive customer satisfaction. If you’re passionate about process optimization and possess strong technical skills, this remote role offers the flexibility and impact you’re looking for.
Primary Purpose
The Customer Success Operations Sr Manager/Director is responsible for developing and optimizing processes, tools, and data strategies that empower our customer success team to exceed performance goals. Working hand-in-hand with the Sr. Director of Customer Success Strategy and the GTM Operations Team, you will ensure that operational initiatives align with strategic objectives, directly contributing to improved customer retention and growth. This role reports directly to the Vice President of Global GTM operations.
Key Responsibilities
- **Strategic Collaboration:** Partner closely with the Sr. Director of Customer Success Strategy, SVP of Global Customer Experience and VP of Global GTM Operations to ensure that operational processes support and enhance the overall customer success strategy.
- **Renewal Management:** Recruit, develop and lead a small team of Renewal Specialists in an off-shore environment to effectively monitor and manage the entire 200-day renewal process, ensuring that all tasks are completed on schedule. This includes managing all renewal contracts, coordinating with internal teams, tracking progress, and addressing any roadblocks that could delay renewals.
- **Operational Excellence:** Design, implement, and continuously improve processes that enhance the efficiency and effectiveness of the customer success team.
- **Data & Analytics:** Develop and manage dashboards, reports, and presentations using advanced data analysis tools, providing actionable insights into key performance indicators (KPIs) such as Net Revenue Retention (NRR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
- **Tool Management:** Oversee the selection, implementation, and optimization of Customer Success tools and platforms, including [Salesforce.com](http://Salesforce.com), Clari, and HubSpot, ensuring they are effectively leveraged to meet strategic goals.
- **Process Improvement:** Continuously identify opportunities for process improvements that drive better outcomes for the customer success team and enhance overall customer satisfaction.
- **Cross-Functional Collaboration:** Work closely with Customer Success, Sales, Product, and IT teams to ensure seamless integration of customer success tools and processes across the organization.
- **Training & Support:** Provide ongoing training and support to the customer success team on the best practices for using [Salesforce.com](http://Salesforce.com), Clari, HubSpot, and other relevant tools.
Qualifications
- 5+ years of experience in customer success operations, sales operations, or a similar role, ideally within a SaaS environment.
- Experience effectively leading and developing a team, preferably with international team members.
- Strong analytical skills with proven experience in data analysis, reporting, and presentation tools.
- Proficiency in [Salesforce.com](http://Salesforce.com), Clari, HubSpot, and other relevant Customer Success tools.
- Excellent project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
- Strong communication skills, with the ability to effectively collaborate with senior leadership and cross-functional teams.
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Primary Purpose
The Customer Success Operations Sr Manager/Director is responsible for developing and optimizing processes, tools, and data strategies that empower our customer success team to exceed performance goals. Working hand-in-hand with the Sr. Director of Customer Success Strategy and the GTM Operations Team, you will ensure that operational initiatives align with strategic objectives, directly contributing to improved customer retention and growth. This role reports directly to the Vice President of Global GTM operations.
Key Responsibilities
- **Strategic Collaboration:** Partner closely with the Sr. Director of Customer Success Strategy, SVP of Global Customer Experience and VP of Global GTM Operations to ensure that operational processes support and enhance the overall customer success strategy.
- **Renewal Management:** Recruit, develop and lead a small team of Renewal Specialists in an off-shore environment to effectively monitor and manage the entire 200-day renewal process, ensuring that all tasks are completed on schedule. This includes managing all renewal contracts, coordinating with internal teams, tracking progress, and addressing any roadblocks that could delay renewals.
- **Operational Excellence:** Design, implement, and continuously improve processes that enhance the efficiency and effectiveness of the customer success team.
- **Data & Analytics:** Develop and manage dashboards, reports, and presentations using advanced data analysis tools, providing actionable insights into key performance indicators (KPIs) such as Net Revenue Retention (NRR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
- **Tool Management:** Oversee the selection, implementation, and optimization of Customer Success tools and platforms, including [Salesforce.com](http://Salesforce.com), Clari, and HubSpot, ensuring they are effectively leveraged to meet strategic goals.
- **Process Improvement:** Continuously identify opportunities for process improvements that drive better outcomes for the customer success team and enhance overall customer satisfaction.
- **Cross-Functional Collaboration:** Work closely with Customer Success, Sales, Product, and IT teams to ensure seamless integration of customer success tools and processes across the organization.
- **Training & Support:** Provide ongoing training and support to the customer success team on the best practices for using [Salesforce.com](http://Salesforce.com), Clari, HubSpot, and other relevant tools.
Qualifications
- 5+ years of experience in customer success operations, sales operations, or a similar role, ideally within a SaaS environment.
- Experience effectively leading and developing a team, preferably with international team members.
- Strong analytical skills with proven experience in data analysis, reporting, and presentation tools.
- Proficiency in [Salesforce.com](http://Salesforce.com), Clari, HubSpot, and other relevant Customer Success tools.
- Excellent project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
- Strong communication skills, with the ability to effectively collaborate with senior leadership and cross-functional teams.
Apply tot his job
Apply To this Job