Customer Success Operations Manager

Join us at Seeq as we elevate our customer experience with a pivotal Customer Success Manager position, reporting to our Director of Revenue Operations. As the Customer Success Manager, you are a proactive and hands-on leader who is a trusted advisor to our customer success team and leaders. You are dedicated to optimizing the customer success functions through process, analysis, and tools to reach our customer revenue objectives. 

You will be responsible for building strong relationships with other functional departments to influence decisions, identifying opportunities for business efficiencies (productivity improvement, use cases for technology/automation, process optimization), developing analytical views/dashboards to drive decision-making, and supporting the development as well as tracking against our financial budget. Ultimately, you will help drive business transformation and operational excellence in designing a world-class customer success model and delivering program implementation, while aligning our customer success strategy to our company’s objectives. 

The essential functions include, but are not limited to, the following: 

• Act as a trusted advisor and partner with customer success leadership to influence department strategy and scale its success from strategy to execution. 

• Develop and document processes and milestones around the customer journey, from a successful launch to ongoing adoption, through expansion and renewals 

• Identify opportunities to improve efficiency. Coordinate cross-functionally to deliver process improvements, playbooks, technology/product enhancements, and financial forecasting. 

• Help create/standardize KPIs and enable customer success leaders to manage their teams to core metrics. 

• Identify areas of risk or opportunity by conducting a detailed analysis of renewal management, churn, downgrades, and expansions.   

• Analyze data to identify trends, opportunities to improve retention and growth, and areas for improvement in customer success strategies.  

• Leverage quantitative and qualitative data to monitor client health, identify points for intervention, and deliver success activities at scale 

• Consult, direct, and assist in the design of the overall customer engagement model, including overseeing the deployment of the system to support customer management. 

• Drive priorities, strategy, and direction for the systems, policies, and data needed to support the customer success practice. 

• Develop deep expertise in the customer success platform and systems that support customer management and renewal functions. 

Requirements

• 3-5 years of relevant experience in customer operations, with a strong track record of leveraging data and systems to increase retention or growth 

• Prior experience in a similar role within a B2B SaaS company.  
• Prior experience implementing Gainsight is required. Knowledge of Salesforce, Gong, Mixpanel, and Power BI is desirable. 

• Strong executive presence and communication skills, and an ability to lead through influence and credibility across an organization. 

• Strong understanding of customer journey, customer operations processes, and customer intelligence reporting.

• Prior experience leading system and tool development and enhancements related to success management platforms and salesforce.com.  

• Experience working cross-functionally with sales, product, and marketing stakeholders 

• Proven track record of delivering initiatives focused on operational efficiency, process improvement, automation, and scalability 

• A strong balance of strategic thinking and execution skills is critical 

• Ability to perform complex tasks and to prioritize multiple projects 

• Ability to analyze and solve problems, seeking ways and means to drive outcomes and insights 
• Able and willing to work independently and in a fast-paced environment with tight deadlines, with minimal direction 

• Interpersonal skills, as well as superb communication skills, verbal and written to both technical and non-technical audiences  

• Take initiative to recommend process improvements and demonstrate creative thinking 

Do you have a strong understanding of Gainsight and Salesforce and a drive for customer excellence?  If you thrive in dynamic environments, excel at problem-solving, and are passionate about driving customer excellence, we want you on our team. Join Seeq in shaping the future of customer operations. 

Benefits

About Seeq

Seeq is a remote-first (only) company founded by serial entrepreneurs. Our executive team and board of directors have extensive experience with successful startup ventures in high-growth environments.

We are founded on the idea that companies need better solutions for quickly and easily getting business insight from their industrial process data. Our mission is to provide software and services that convert that data into meaningful information that the business can use to improve profitability.

We have a wonderful, kind-hearted, talented team that loves to collaborate, lead by example, and exceed our customers’ expectations. We are certified as a great place to work, an emerging startup, the Technology Fast 500, and Inc. Magazine's Best Places to Work.

The Perks of Working at Seeq

• Competitive salary plus equity incentives
• $110,000-$130,000 USD base salary
• Benefits:
• 12-week paid Seeq family leave
• Unlimited PTO
• Internet and mobile phone reimbursements
• Medical benefits
• Group term life insurance
• Short-term and long-term disability insurance pre-tax benefits
• Voluntary vision and dental (ortho)
• Vacation bonus program
• Employee Assistance Program
• Generous home office allowance
• The best co-workers (we've analyzed the data, so we know it's true.)
• Pet-friendly workspace (your dog will be so happy to have you home)
• You love your job!

Seeq provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

You must be authorized to work in the country in which you reside. Seeq does not sponsor US F1 or H-1B work visas.