We’re hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the Director of Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

This position works with multiple departments within the organization in order to ensure the appropriate data flows and processes are put in place to achieve efficiency, smart customer interactions for the account management and success teams and ultimately, reduce churn. Your work will revolve around the administration Gainsight, an enterprise level native Salesforce application designed to help with the successful management of customers.

Primary Responsibilities:

Data

•Reporting: Report to Director and Executives on past results and renewals and upsell forecasts, e.g. through dashboards and presentations

•Analysis: Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not

•Unified data: Ensure that business, customer and engagement data are flowing into Gainsight and providing an accurate view of the customer’s relationship with Network for Good.

Processes

•Customer Lifecycle: Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption, references and testimonials

• External Communications: Coordinate with Senior Manager and Director to synchronize email outreaches with CSM touch points

•Onboarding: Working along with Success team, optimize the operational flow of customer signing to successful adoption. Ensure KPI tracking and consistency of process adoption for clear reporting

•Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation

•Opportunity Management: Identify top candidates for upsell

•Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to:

oRelay customer feedback to the Product team

oAlign with the Support team on resolution of major cases and report bugs to the Engineering team

oProvide feedback to Sales on the readiness of our customers

oHelp the Onboarding team overcome any delays in implementation

People

•Team Structure: Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs

•Compensation: Determine the metrics on which bonuses are based, and define targets for those metrics

• Enablement: Provide materials and data that help CSMs work more effectively

Systems

•Systems: Implement and manage software that facilitates CSM Ops activities, specifically Gainsight.

• Must have 3-5 years of experience in database administration, Operations, or Analytics

• Experience/administration of Salesforce preferred

• Experience with Gainsight preferred • Passion for designing processes that scale

• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions

• Enjoys “getting their hands dirty” by digging into complex operations

• Clear communicator with professional presence

• Must work well across multiple teams: sales, product, technology, marketing and customer support

Candidates submitting an application must have legal authorization to work in the United States.