Senior Manager, Customer Success Operations

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $177k - $195k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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 customer success, account management, and adjacent go-to-market functions • 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 • Identify opportunities across Customer Success tools and partner with senior leadership on investment priorities • Act as senior escalation point for broken workflows, data discrepancies, and urgent tooling issues • Own the Quarterly Business Review process end to end • Partner with CS leaders, Product, Sales, Support, Finance, BI, and Revenue Operations on cross-functional initiatives • Determine which programs are ready to scale and establish supporting playbooks and standards • Partner on KPI trackers, dashboards, and impact reporting • Own accountability for CS reporting data integrity, QA, governance, source of truth, hierarchy integrity, and field accuracy • 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, driving productivity for Customer Success • 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 business needs evolve • Strong project management skills and 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 relationship-building skills with Product, Sales, Support, Finance, and BI • Exceptional organizational skills and attention to detail • SQL experience, Snowflake or BigQuery experience, and familiarity with Tableau are bonuses

🏖️ Benefits

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