Senior Manager, Customer Success Operations

🕒 August 7

🇺🇸 United States – Remote

💵 $177k - $195k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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AlphaSense

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

💼 Consulting

🏥 Healthcare

📣 Marketing

💰 Debt Financing on 2022-06

Consulting • Healthcare • Marketing

AlphaSense is a market intelligence and search platform that empowers companies to unlock critical insights across an extensive universe of public and private content, including company filings, broker research, expert calls, and market trends. Its AI-driven technology affords users the ability to conduct comprehensive due diligence with speed and accuracy, reducing uncertainty and blind spots in decision-making. Trusted by major corporations, financial institutions, and asset management firms globally, AlphaSense serves sectors such as financial services, health care, and technology by providing generative AI-powered solutions that integrate internal proprietary data with external premium content.

📋 Description

• Set direction for how Customer Success Operations partners with the broader business • Define and improve the operating model, cadence, and governance for strategic customer projects • Optimize Customer Success processes for scalability • Establish the strategic framework connecting NRR, GRR, and usage KPIs to business outcomes • Inform program investment, prioritization, and executive reporting • Identify Customer Success tool-strategy opportunities across Salesforce, Gainsight, Clari, Gong, and Tableau • Partner with senior leadership on investment priorities • Serve as the senior escalation point for operational issues and drive durable resolution • Own the Quarterly Business Review process end to end • Build and refine QBR templates and prioritize resulting business asks • Partner with CS leaders, Product, Sales, Support, Finance, BI, and Revenue Operations on cross-functional initiatives • Determine program scaling order and ensure playbooks and standards support expanded coverage • Partner on KPI trackers, dashboards, and impact reporting • Own accountability for Customer Success reporting trustworthiness, QA, governance, source of truth, hierarchy integrity, and field accuracy • Escalate material data integrity risks before executive review • Manage and develop the Senior Analyst, Customer Success Operations • Serve as the go-to person for strategic program execution across Customer Success

🎯 Requirements

• 8+ years of experience within a Revenue organization, playing a key role in driving productivity for the Customer Success team • Prior people management experience required • Experience owning or administering Customer Success systems such as Salesforce, Gainsight, Clari, Gong, or Tableau • Experience evaluating new tools as needs evolve • Strong project management skills • Ability to move ambiguous programs to scalable execution • Ability to translate SaaS and Customer Success metrics, including NRR, GRR, and usage-based KPIs, into strategic narratives for senior and executive stakeholders • Excellent communication skills • Ability to work in a dynamic, fast-paced environment • Cross-functional collaboration and relationship-building skills • Exceptional organizational skills and attention to detail • Bonus: experience with SQL, Snowflake, BigQuery, and familiarity with Tableau

🏖️ Benefits

• Performance-based bonus may be offered • Equity may be offered • Generous benefits program • Reasonable accommodation for qualified employees with protected disabilities • Equal employment opportunity