Manager, Customer Success Operations

🕒 August 7

🇺🇸 United States – Remote

💵 $140k - $154k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Apply customer success and account management expertise to guide Customer Success Operations support for the broader CS organization • Support the operating model, cadence, and governance for strategic customer projects • Optimize Customer Success processes for scalability • Own definitions, methodology, and standards for core Customer Success metrics, including NRR, GRR, renewal rate, and usage and engagement KPIs • Support the Customer Success tool strategy across Salesforce, Gainsight, Clari, Gong, and Tableau • Act as an escalation point for broken workflows, data discrepancies, and urgent tooling issues • Build relationships with Customer Success teams to identify and implement best practices • Create playbooks, templates, and standards to scale customer programs across strategic segments • Partner with the Senior Manager, Customer Success Operations on KPI trackers, dashboards, and impact reporting • Create and optimize reporting and dashboards, including attainment, trends, and on-demand dashboards • Support data governance, source-of-truth consistency, hierarchy data quality, and accurate field population

🎯 Requirements

• 5 to 8 years of experience working within a Revenue organization, playing a key role in driving productivity for the Customer Success team • Prior people management experience required • Passion for driving productivity, improving processes, and using new technology to drive revenue at a high growth B2B SaaS company • Strong understanding of core SaaS and Customer Success metrics, including NRR, GRR, renewal rate, and usage-based KPIs, with experience owning metric definitions and standards • Experience optimizing and rolling out new technology, workflows, and processes within a revenue organization • Ability to think strategically, act tactically, and write effectively • Creative problem-solving ability • Strong project management skills • Ability to work cross-functionally and build strong stakeholder relationships • Exceptional organizational skills and attention to detail • Experience with the B2B sales process and the tools it takes to succeed • Bonus: experience with SQL, or a data warehouse tool such as Snowflake or BigQuery, and familiarity with a BI platform such as Tableau

🏖️ Benefits

• Performance-based bonus • Equity • Generous benefits program • Reasonable accommodation for qualified employees with protected disabilities • AlphaSense never asks candidates to pay for job applications, equipment, or training