.Customer Success Strategy & Operations ManagerMake is the leading visual platform for anyone to design, build, and automate anything—from tasks and workflows to apps and systems—without the need for coding skills. We are headquartered in the flourishing tech hub of Prague, Czech Republic, and our teams are spread across the USA, UK, Germany, France, Canada, India, and Chile, among other locations.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 ExecutionDevelop 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 ExcellenceDesign 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 AssetsEnhance 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 AnalyticsDevelop 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 EnablementDefine and execute onboarding and enablement plan for customer success team.Ensure available resources are leveraged to the fullest extent.Cross-functional CollaborationCollaborate 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
