As the Customer Success Operations Manager, you will be responsible for strategically aligning all SheerID customer-facing teams – Success, Product Support, Professional Services, and Customer Marketing – to deliver an exceptional and cohesive customer experience. This role will drive operational excellence by establishing and refining processes, metrics, and tools, ensuring alignment with best practices and cross-functional collaboration across the Revenue Team.
Your expertise in CX process optimization will enable SheerID to scale effectively, enhancing our ability for growth, accurate forecasting, and retention. You will be a key contributor in developing and implementing strategic initiatives that leverage data to inform next-best actions, creating seamless handoffs and a unified experience across the entire customer journey.
This role will partner with many teams including but not limited to - Marketing, Sales, Deal Desk, Enablement, Product, Verification Support, and Finance. They will play a critical role within the Revenue Operations team reporting to the Director, Revenue Operations.

REQUIRED SKILLS / EXPERIENCE:

• Comprehensive understanding of CS methodologies and best practices.
• 3-5 years in a revenue operations, renewals specialist, or customer success role with a strong operational aptitude.
• Excellent communication skills, both written and verbal, and the ability to build relationships and influence others at all levels of the organization and cross-functionally.
• Critical thinking skills and the ability to research and understand contract repository and pricing implications.
• Curiosity for and overall understanding on contract management and contract lifecycle management.
• Exceptional attention to detail and talent for accuracy and precision.
• Strong coordination and project management skills.
• Demonstrates good judgment in problem-solving and issue escalation.
• Customer-centric mindset with a focus on driving customer experience.
• Highly proficient in Microsoft Word, Excel, and G-Suite and Salesforce.

PREFERRED EXPERIENCE:

• Understanding of SaaS business models, specifically data processors.
• Intermediate experience with CX tools such as Salesforce, ZenDesk, Gong, Pendo and Matik.
• Proficient Looker User.
• Familiarity with or experience applying AI in a way that improves data availability, improves user experience, and/or increases efficiencies in day to day activities.

• Identify opportunities and lead the charge to streamline customer experience operations, automate tasks, and enhance efficiency for scale.
• Create and maintain internal departmental policies and playbooks, and team with enablement to drive adoption and adherence.
• Collaborate with sales and marketing teams to ensure smooth customer handoffs, insights on customer behavior, and optimize acquisition strategies.
• Define and track key KPIs and the mechanisms that influence them with revenue leadership.
• Work user submitted tickets related to CX tools and processes.
• Maintain accurate data throughout CRM (Salesforce), ContractWorks and other systems to ensure consistency and accuracy for all stages of the customer journey.
• Be the subject matter expert on CX tech stack and through collaboration with systems admin, leadership, and enablement, ensure they are fully optimized to effectively manage the Customer Journey.
• Identify gaps in automation and/or tools and identify tools that may fill the gap by performing due diligence with needs, budget, timeline, and ROI in mind.
• In collaboration with CS Leadership & Deal Desk - own the evolution to scale SheerID’s renewal and upsell motions, seeking to align processes, systems and data for a frictionless experience for both internal users & customers.
• Facilitate CS forecasting process with methodology, system design, and sales alignment for a single pane of glass view of SheerID revenue forecasting.
• Serve as a versatile team member, capable of stepping into key contract and deal desk functions as needed - including contract repository management, playbook-guided contract redline reviews, Pricing approvals, DocuSign routing for signature and/or order form creation.