The Customer Lifecycle Operations Manager is responsible for assisting the VP, Revenue Strategy and Center of Excellence in driving and optimizing the end-to-end customer journey, ensuring a seamless and positive experience from initial contact through to post-sale support. This role requires a strategic thinker with excellent operational, analytical, and communication skills to drive customer success and retention.
Processes:
- Optimize and manage Customer Success, Professional Services, and Support operations to enhance customer experience and outcomes
- Collaborate with cross-functional teams to refine processes, implement and maintain workflows, and and increase team effectiveness
- Risk Management: Detect early signals of at-risk renewals (12-18 months before renewal date) and design playbooks for CSMs to address them
- Renewals Forecasting: Develop scalable processes in Gong for CSMs to forecast and track renewals
- Customer Lifecycle: Work with customer success leadership on the timing and content of CSM touch points throughout the customer journey.
- Liaise with product, professional services, and sales teams to:
- Channel customer feedback to product teams
- Align with the Support teams on major case resolutions for large customers.
- Provide visibility of customer and project health during onboarding to the CSM org and exec sponsors
- Proactively identify and address operational bottlenecks to improve customer retention, reduce churn, and drive customer satisfaction
- Stay updated on industry trends and best practices in customer experience management
Systems:
- Build and utilize tools such as customer health scores, churn prediction, and CSAT & NPS metrics to empower our teams to deliver unparalleled service to our customers.
- Totango: Implement CSM risk playbooks and develop Totango as the single source of truth for customer health, interaction levels and commercial information
- Train, support, and oversee the daily operations of our tech stack. Ensure data integrity in our CRM (Salesforce). Set up new tools and integrations as needed.
- Integration and Information sharing between different systems used by the customer teams including Totango, Salesforce, Kantata, and Snowflake
Data:
- Reporting: Create reporting for QBRs, executive meetings, and board meetings on renewals, GRR, and NDRR via dashboards and decks.
- Analysis: Monitor health parameters as leading indicators of customer renewal and surface insights to assist the CSM team
- Develop and maintain reports and metrics to inform strategic decisions and improve team performance.
People:
- Work with CX enablement to facilitate CSM enablement for new processes and systems
- Liaise with CSM leadership to assess team workload and hiring plans
- Manage stakeholders efficiently, leading productive conversations and coordinating efforts between departments
Qualifications:
- 5+ years of experience in revenue operations in the B2B SaaS industry, working with Customer Success teams
- Strong understanding of the revenue tech stack, especially Salesforce (SFDC) and CSM tools
- Experience with Kantata, Zendesk, Totango, and Qualtrics is a strong asset
- Strong analytical and problem-solving skills, using data and analytics to improve performance
- Growth mindset and willingness to develop operational efficiency and adopt new methods
- Experience in risk and root cause analysis and assessment
- Excellent project management abilities and cross-functional stakeholder collaboration
- Excellent communication and presentation skills