Job opportunity: Customer Success Operations Manager

Customer Success Operations Manager

US - Remote · Full-time · Intermediate

About The Position

Glassbox is looking for a Customer Success Operations Manager to join our Global Customer Success team

We are Glassbox, a world leader in digital experience analytics, on a mission to deliver frictionless digital journeys to brands and their customers all over the world. 

We are a hyper-growth scale-up that has most recently acquired a strong player in the CX field- SessionCam and just IPO’d in June!

So, now is the perfect time to come to Glassbox and help us accelerate our global leadership position!

Will you join us in this journey?


What You Will Do 

A hands-on team player with an analytical mindset and a positive attitude to join our growing Customer Success team. You will work closely with the Director of CS to execute and refine best practices via systems, data analysis, reporting, and process improvement. 

 

Responsibilities:

Own all data and analytics related to the customer including but not limited to segmentation, renewal forecasting, customer health scores, adoption, retention rates, customer journey mapping, churn rates, NPS, and other customer surveys. 

Data

·      Reporting: Report to CS org leadership on past results and renewals and upsell forecasts

·      Analysis: Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not

Processes

·      Customer Lifecycle: Help execute the strategy in CS platform to be selected for the timing and content of touchpoints for CSMs along the customer journey, to drive optimal adoption, NPS/Reviews, and expansion

·      External Communications: Coordinate with 1:Many Communications lead (within CSM team) to synchronize email outreaches with CSM touchpoints

·      Risk Management: Examine data to detect early signals of at-risk renewals, help implement playbooks for CSMs to address them, and provide the path to escalation with tracking within our system.

·      Cross-Functional Coordination: Help create cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to • Relay customer feedback to the Product team • Align with the Support Team on the resolution of major cases and report bugs to the Product/Engineering team

People

·      Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs

·      Provide materials and data that help CSMs work more effectively

 Systems

·      Systems: Help coordinate multiple software’s that facilitate CSM Ops activities

Requirements

What You Will Need

·      2+ years’ experience working as a CS Ops manager working with Customer Success platforms such as Gainsight, Totango, etc. (e.g., development, and administration experience)

·      Proficient in journey mapping to support one-to-many programs as well as aggregating customer engagement analysis to enable predictive outcomes

·      Technical experience assessing integrations of multiple data sources, using APIs, scripting in Python

·      3+ years’ experience as a Salesforce power user

·   Passion for designing processes that scale and digging into complex operations

·      Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions

·      Strong ownership skills and openness to stakeholders’ input

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