Senior Manager, Customer Success Operations

🕒 il y a 2 mois

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

🏆 Customer Success

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Eve

Site WebLinkedInTous les Emplois

11 - 50 employés

🤖 Intelligence artificielle

💳 Fintech

Artificial Intelligence • Legal • Fintech

Eve est une plateforme innovante d'intelligence artificielle juridique conçue pour soutenir les cabinets d'avocats tout au long du cycle de vie d'un dossier. En automatisant des tâches essentielles telles que l'enregistrement des dossiers, la rédaction de documents juridiques et les processus de découverte, Eve améliore l'efficacité des praticiens du droit, leur permettant de se concentrer sur la stratégie et les relations avec les clients. Recommandée par des avocats d'élite, Eve améliore considérablement les résultats de la gestion des dossiers et accroît le potentiel de revenu des cabinets tout en maintenant un service juridique de haute qualité.

Description

• You’ll build the data, process, and tooling layer for Eve’s Customer Success organization. • Own CS analytics end-to-end: health scoring methodology, renewal forecasting, portfolio segmentation, and the dashboards that leadership and Finance rely on for decision-making • Design and operationalize playbooks that drive customer outcomes: onboarding workflows, risk intervention sequences, expansion motions, renewal execution • Use AI tools as part of your daily workflow: automating data pulls, building smarter alerting, finding patterns that manual analysis would miss • Build and maintain the CS tech stack. Clean data, working automations, tooling the team relies on. Partner with GTM Systems on shared infrastructure across the revenue stack • Deliver capacity planning, territory design, and comp modeling that keeps pace with a growing team and portfolio • Identify patterns across the portfolio: what’s driving churn and where onboarding stalls. Turn those into specific actions for CSMs and leadership • Partner with RevOps and Finance to make sure CS metrics (GRR, NRR, renewal forecasts) are calculated consistently, trusted across the business, and ready for executive reporting

🎯 Exigences

• 5-8+ years in CS Operations, Revenue Operations, or Business Operations at a B2B SaaS company, with at least 2 years focused on Customer Success • Hands-on experience building health scores, renewal forecasting models, and portfolio segmentation frameworks • Strong SQL skills and comfort working directly with data warehouses • Experience implementing and administering CS platforms, including configuration, workflow design, and driving adoption across a team • Track record of designing processes that CSMs actually follow • Ability to translate data into narrative for leadership: what’s happening, why it matters, what to do about it • Comfortable using AI tools (Claude, ChatGPT, Copilot) for analysis, automation, and workflow design

🏖️ Avantages

• 💰 Competitive Salary & Equity • 💹 401(k) Program with Employer Matching • ⚕️Health, Dental, Vision and Life Insurance • 🩼 Short Term and Long Term Disability • 🚗 Commuter Benefits • 🧑‍💻 Autonomous Work Environment • 🖥️ Office Setup Reimbursement • 🏝 Flexible Time Off (FTO) + Holidays • 🚀 Quarterly Team Gatherings • 🥪 In office Perks