Senior Customer Success Operations Manager

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $123.1k - $186.1k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Seismic

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

📣 Marketing

💼 Consulting

🏥 Healthcare

Marketing • Consulting • Healthcare

Seismic is a digital platform that enables businesses to connect with their audiences seamlessly through innovative solutions such as QR codes, URL shortening, and analytics tracking. It simplifies the process of creating engaging content and building brand connections by offering tools for mobile-friendly landing pages, customizable QR codes, and comprehensive link management. Used by various industries, Seismic facilitates better engagement and communication with audiences, whether in retail, healthcare, or financial services.

📋 Description

• Own planning, decision support, and program execution for the Customer Success organization • Build business cases, prioritize high-impact initiatives, and deliver executive narratives and recommendations • Partner with RevOps leadership, Customer Success, and Finance across annual planning cycles • Evolve Customer Success strategy in alignment with company growth objectives • Translate company and go-to-market priorities into scalable post-sale motions • Drive annual planning, segmentation strategy, and capacity modeling • Design customer segmentation based on customer FTE count and ARR • Design end-to-end customer lifecycle journeys from onboarding through renewal and expansion • Optimize digital, pooled, and high-touch engagement models • Define ownership and plays for renewal and expansion with Sales and Customer Success • Identify churn and growth indicators and operationalize proactive programs • Support initiatives that increase product adoption and measurable customer outcomes • Define and operationalize KPIs tied to retention, expansion, product adoption, and customer health • Build executive-ready insights and narratives for leadership, Quarterly Business Reviews, and Board presentations • Drive cross-functional alignment across Sales, Marketing, Product, Support, and Global Services • Support product launches, pricing changes, and expansion strategies • Align pre-sales promises with post-sales delivery • Lead cross-functional initiatives improving customer outcomes and operational efficiency • Recommend scalable solutions for process gaps • Drive adoption of new programs, frameworks, and tools • Identify opportunities to leverage AI and automation to improve CSM productivity and efficiency

🎯 Requirements

• 8+ years of experience in Customer Success operations, revenue operations, strategy, or a comparable analytical role within a B2B SaaS business • Demonstrated ownership of segmentation, coverage, or capacity planning work that shaped post-sale organizational resourcing • Strong quantitative skills and fluency in retention, expansion, and adoption metrics • Ability to build defensible business cases from retention, expansion, and adoption metrics • Experience presenting recommendations to senior leadership and translating analysis into clear executive narratives • Hands-on experience with Customer Success and CRM platforms such as Salesforce and Gainsight, including related reporting • Proven ability to influence without authority across Sales, Marketing, Product, Support, and Professional Services

🏖️ Benefits

• Benefits and perks for the whole self; availability varies by country • Incentive plan eligibility in addition to base salary • Reasonable accommodation for individuals with disabilities • Equal opportunity employment