Manager, Customer Success Operations

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $140k - $154k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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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

• Develop key enabling tools for the Customer Success organization • Streamline and optimize Customer Success processes for scalability • Support the operating model, cadence, and governance for strategic customer projects • Own definitions, methodology, and standards for Customer Success metrics including NRR, GRR, renewal rate, 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 stakeholders and implement best practices • Build playbooks, templates, and standards to scale customer programs across strategic segments • Partner on KPI trackers, dashboards, and impact reporting • Create and optimize reporting and dashboards, support data governance, maintain clean hierarchy data, and ensure accurate field population

🎯 Requirements

• 5 to 8 years of experience within a Revenue organization driving Customer Success productivity • Prior people management experience required • Strong understanding of SaaS and Customer Success metrics, including NRR, GRR, renewal rate, and usage-based KPIs • Experience owning metric definitions and standards • Experience optimizing and rolling out technology, workflows, and processes within a revenue organization • Experience with the B2B sales process and its supporting tools • Strategic and tactical thinking ability, with effective writing skills • Strong project management skills • Cross-functional stakeholder relationship-building experience • Exceptional organizational skills and attention to detail • Passion for driving productivity, improving processes, and using technology to drive revenue at a high-growth B2B SaaS company • SQL, Snowflake or BigQuery, and Tableau familiarity are bonuses

🏖️ Benefits

• Performance-based bonus may be offered • Equity may be offered • Generous benefits program • Reasonable accommodation for qualified employees with protected disabilities, as required by applicable laws