Okta11 дней назад
Customer Success Operations Manager
Зарплата не указана
Toronto
Обязанности
- 01Be a trusted operational guardrail: Partner deeply with Global Operations to define and maintain strict consistency across processes, preventing regional drift or siloed operations while ensuring global standards support AMER growth
- 02Establish and govern the Operating Rhythm: Maintain and govern the 'operating rhythm' of the CX organization. Ensure critical cadences (e.g. Get Well Plans, Account Reviews, Path to Green reviews, and Leader Cadences) run effectively with 100% execution and high data quality
- 03Drive Management System Optimization: Act as the operational owner of the AMER Customer Success Management System. Working closely with the Global CX Operations team to translate strategy into predictable regional execution across three core pillars: KPIs, Standards, and Operating Cadences
- 04Enable Cross-Functional Handoffs: Actively drive Customer Success execution by working with operations peers to improve critical intersections. Optimize handoffs and alignment between Sales, Renewals, Support, Professional Services, and Customer Success
- 05Maintain Customer Lifecycle Visibility: Keep an uncompromised view of the broader customer lifecycle through every major phase: Purchase & Plan, Learn, Deploy & Adopt, Use & Grow, Renew & Expand, and Advocate
- 06Mitigate Risk via 'Path to Green': Oversee the execution and accountability of regional 'Get Well Plans', tracking Churn Dollars Saved against regional worst-case boundaries to proactively transition at-risk segments back to health
- 07Shift to Leading Metrics: Drive the regional shift from lagging performance indicators (Renewal & Expansion rates) to leading ones (Stakeholder Expansion, Outcome Attainment, Customer Health targets >80% Green, and Lead Pass generation)
- 08Deliver Executive Read-outs: Prepare and lead comprehensive Monthly and Quarterly Business Reviews (MBR/QBR) for regional and global stakeholders, delivering a unified, metrics-driven narrative of AMER performance
- 09Manage Documentation Lifecycle: Own the quality, freshness, and accuracy of the internal documentation repository, including playbooks, customer asset standards (SBRs, MBRs, QBRs), and operational frameworks
- 10Capacity and Coverage Planning: Drive and support the resource planning process in partnership with Finance to ensure effective and efficient coverage of top priority accounts with aligned coverage strategies and priorities
Требования
- 017+ years of experience and demonstrated success in GTM operations, customer success operations, or revenue operations, preferably within a SaaS and Enterprise business model
- 02Proficiency in Salesforce (will consider other CRMs, but Salesforce experience is highly preferred); additional experience with CS platforms such as Gainsight is a plus
- 03Exceptional analytical and quantitative skills with the ability to work with complex data sets, leverage data visualization and reporting tools, and drive sound decision-making
- 04Deep understanding of the end-to-end customer journey, the enterprise software lifecycle, and business outcome attainment
- 05Strong proficiency in leveraging AI tools and applications to drive operational efficiency, process automation, and data analysis
- 06Outstanding collaboration and communication skills (both written and verbal), with a proven ability to partner with cross-functional teams, bridge gaps, and gain buy-in
- 07A growth mindset with an appetite for constant improvement, change management, and navigating high-growth, performance-focused environments with extreme attention to detail regarding data hygiene, governance, and operational rigor
- 08Proven track record of evaluating operational experiments, implementing successful learnings to optimize workflows, and serving as a true team player comfortable working with both global and local stakeholders to unify strategies
Условия
- 01#LI-Hybrid