Customer Success Operations Manager

Emploi pas sur LinkedIn

🕒 il y a 1 mois

🏄 California – Distant

🏄 California – Remote

💵 $107 100 - $140 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

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Abnormal Security

Site WebLinkedInTous les Emplois

501 - 1000 employés

Abnormal offre une protection totale contre la plus large gamme d'attaques, y compris le phishing, les logiciels malveillants, le ransomware, l'ingénierie sociale, l'usurpation d'identité d'exécutifs, le compromis de la chaîne d'approvisionnement, le compromis de comptes internes, le spam et le graymail.

Description

• Optimize and standardize processes and workflows to enhance both customer satisfaction and operational productivity. • Equip internal teams with the right tools, visibility, systems, and processes to ensure our customers achieve success. • Provide training and support to promote standardized tool usage and best practices, improving team efficiency and consistency. • Track key performance indicators (KPIs), analyze data to identify trends, and share insights on opportunities and risks. • Work cross-functionally to address and resolve operational challenges effectively.

🎯 Exigences

• 5+ years of experience in Customer Operations supporting a Customer Success team at a SaaS company. • Expertise with Salesforce Suite (CRM, Customer 360, Service Cloud, Communities). • Advanced analytical skills, proficiency in Google Sheets//Excel/Sigma/Databricks/ Tableau etc, with the ability to interpret data and deliver actionable insights. • Deep knowledge of Customer Success tools (e.g., Gainsight). • Experience with additional CS tools, such as Gong, Pendo, TaskRay, Smartsheet, and Asana. • Skilled in designing scalable processes that grow with the organization. • Hands-on experience building AI-powered workflows (e.g., Glean agents, Claude skills) to automate processes and boost team productivity. • Proven ability to develop and implement strategies that increase Customer Success team efficiency and effectiveness. • Experience building and maintaining customer health score models that drive proactive action across CS teams. • Strong program management, project management and organizational skills, with a history of managing multiple priorities effectively. • Exceptional communication and interpersonal skills, capable of influencing and collaborating effectively across teams. • Problem-solving aptitude with a proactive, solutions-oriented approach to overcoming challenges. • Detail-oriented, self-motivated, and a strong team player with a robust work ethic.

🏖️ Avantages

• Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. • In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.