How you can help make a better world of work
Culture Amp’s Revenue Operations team plays a critical role in supporting the Customer Experience (CX) organization. We are seeking an exceptional Customer Success Operations Manager to drive and implement decisions around our strategy, processes, and tools. This individual will be a RevOps business partner to the Commercial Customer Experience Leader. The primary stakeholders will be Directors running the Commercial Customer Success team and the global Renewals program. This individual will also partially support the Implementations, Training, and Support functions within the CX organization on strategic projects.
The focus for this role is to free up time and energy for our Customer Experience team by optimizing existing processes, innovating how we use our go-to-market tools, and providing structured programs so that our customer facing teams can provide the highest impact, most efficient solutions across our scaled global teams.
Examples of key job responsibilities:
- Partner with the Global Senior Director, Director of Commercial Customer Success and Director of Renewals to set strategy
- Map the Customer Success user experience and identify efficiencies with process and technology changes
- Manage book of business build processes for both Customer Success and Renewals
- Shared management of the internal RevOps Ticketing Portal where you will resolve inquiries from the field, spotting trends/patterns to introduce process and technology enhancements on a monthly basis
- Collaborate with cross-functional partners, including IT and your Sales Operations peers, to improve internal processes and minimize operational risks
Required qualifications:
- At least 12 months of consecutive operations experience with Customer Success
- Experience with Customer Success capacity planning, building books of business, and setting/tracking goals for Customer Success Managers
- Ability to analyze and communicate key trends in Customer Success including customer renewals
- Experience in managing cross-team projects to completion
- Proven experience improving processes and managing technology in a fast-paced SaaS environment
- Proficiency in tools such as Salesforce, Vitally (or equivalent - Gainsight, Planhat, etc), Looker, and Google Suite
Preferred qualifications:
- SQL or advanced Google Sheets/Excel experience
- Background in B2B SaaS
You are:
- A strong communicator: You are efficient with verbal and written communication, flagging timeline and execution risk factors
- Analytical: You can take data and interpret it to form a conclusion and recommend next steps
- Organized: You can manage a project with key milestones and timelines, particularly in ambiguity
- Collaborative: You excel in working across different functions such as Revenue Systems, Data Analytics, and IT
- An Owner: You find ways to get things done despite obstacles
This role is based out of either our San Francisco, Chicago, or New York hub locations. Candidates must be located in these hubs to be considered and be comfortable with 1-2 days in office.
