Position Overview
We are seeking a Sr. Manager, CS Strategy & Operations to partner with Customer Success leadership and help build a world-class customer success organization. You will be responsible for helping define and execute on the customer success vision, strategy, and roadmap for expanding gross dollar expansion. Our products are used by one million users from over 23,000 organizations, including 62% of the Fortune 500, 90% of the FTSE 100 and 83% of the ASX 200 to improve their bottom line, keep pace with stakeholder expectations and create lasting, positive impact on the world. The ideal candidate will have a proven track record in building world class customer experience operations and strategic initiatives, particularly in SAAS companies.
What You'll Be Doing:
- Define, lead, and execute customer success strategy in support of business priorities
- Partner with the CS leadership team to develop and modify the customer experience across through strategic insights and recommendations
- Build understanding, consensus, and execution alignment with key stakeholders. Develop a strong understanding of stakeholders to drive decisions
- Work with partners to drive the CS annual planning process, including bottom-up target setting and territory carving
- Drive visibility into business success and accountability (e.g. through Retention Councils and operational reviews, recommending paths to “green,” etc)
- Lead operational excellence across process and technology (e.g., Gainsight) to improve both the customer success manager & customer experiences
- Attract, grow and retain top talent, providing inspiration, clarity of purpose, and an environment conducive to diversity of thought, innovation, and personal/career growth
What You'll Bring Along:
- 7-10 years of experience in a strategic, operations, and/or consulting role
- 4+ years managing high-performing teams
- Sharp analytical and problem-solving skills with a strong bias for action, thinking from first principles and delivering the best results
- Experience with Salesforce and Gainsight
- Ability to communicate with clarity and purpose across stakeholders, including tailoring messaging for a given audience
- Strong biz acumen and understanding of SaaS business models
- Ability to define a vision and see it through to completion
- Strong desire for collaboration and partnerships - this is a highly collaborative role that will work with a range of senior leaders; proven track record of effectively interacting with senior management
