We are seeking a dynamic and experienced Customer Success Strategy and Operations Manager to join our team. In this role, you will be responsible for driving the strategy, operational efficiency, and success of our customer success initiatives. You will work closely with cross-functional teams to ensure our customers achieve their desired outcomes and derive maximum value from our SaaS solutions.
Key Responsibilities: Strategic Planning and Execution Develop and implement customer success strategies that drive retention, expansion, and customer satisfaction Align customer success objectives with broader company goals and ensure seamless execution Operational Excellence Design and optimize customer success processes and workflows to enhance efficiency and effectiveness Monitor key performance indicators (KPIs) and metrics to identify areas for improvement and implement data-driven strategies Methodology and Customer Assets Enhance and develop customer success methodology Implement strategies to mitigate churn and increase customer retention rates Orchestrate design of internal and customer-facing assets Reporting and Analytics Develop and maintain dashboards and reports to track customer success metrics and outcomes Collect and analyze customer feedback to identify trends, pain points, and opportunities for improvement Present insights and recommendations to senior leadership to inform strategic decisions Team Onboarding and Enablement Define and execute onboarding and enablement plan for customer success team Ensure available resources are leveraged to the fullest extent Cross-functional Collaboration Collaborate with sales, product, marketing, and support teams to align customer success strategies with overall business objectives Serve as the voice of the customer in cross-functional meetings to ensure customer needs are prioritized Qualifications: Bachelor's or Master's degree in Business, IT, or a related field 3+ years of experience in customer success, strategy, or operations roles within a SaaS or technology company Proven track record of developing and implementing successful customer success strategies Strong analytical skills with the ability to leverage data to drive decisions Exceptional communication and interpersonal skills Proficiency with customer success platforms (e.g., Gainsight, ChurnZero) and CRM systems (e.g., Salesforce) a plus Ability to thrive in a fast-paced, dynamic environment What we offer: RSUs grant in a rapidly growing company raising its value every day Multinational team with 40+ nationalities creating the future of automation Learning & Development plan 25 days of vacation, 24th&31st Dec company holiday RSUs grant for a newborn child Gym pass Meal and transportation tickets, medical insurance family leave program, offering 24 weeks of paid leave for main carers and
12 weeks for supporting carers Carers leave programs for supporting #LI-PB1
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