Customer Success Operations Manager

at  Varonis

SUMMARY

The Customer Success Operations Manager will drive the effectiveness and efficiency of our Customer Success organization. They will be a trusted partner to CS Leadership and will assist in defining CS objectives and strategy. Collaborating with system admins, the CS Ops Manager will design features that scale and will create efficient and streamlined processes. They will document and communicate changes to systems and workflows and will work with the enablement team to maintain accurate onboarding and training documentation. The CS Ops Manager will identify and remove redundancies, roadblocks, and other problems in the systems that CSMs leverage in their daily workflows.

REQUIREMENTS

• 3-5 years of CS Operations or equivalent CS Leadership experience
• 2 + years of Gainsight Admin experience (Level 3 certified is preferred)
• Strong organizational skills including attention to detail and multi-tasking. Must be organized, flexible and able to manage multiple initiatives simultaneously.
• Excellent internal communication skills. Strong interpersonal, verbal, and written communication, presentation, and technical communication skills.
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• High self-initiative with the ability to work well under pressure.
• Strong follow-up, problem-solving and analytical skills.

• Develop and implement scalable solutions that empower the Customer Success organization to be more effective.
• Identify and address warning signs for system breakdowns, human resources challenges, customer churn, and risks to customer success
• Assist CS management with analyzing capacity. Help define optimal customer count for each CS function and assist leadership in forecasting hiring needs.
• Assist with strategy for tech touch/digital touch programs and work with customer marketing or CS stakeholders to collect and create content for automated emails
• Facilitate reviews, inspections, and periodic evaluations of Gainsight and CS function to drive improvements and business relevance
• Collaborate with CS management to create content for Gainsight like playbooks, CTAs, Email Templates, Survey questions, etc.
• Collaborate with CS Enablement to maintain onboarding programs and training documentation