Customer Success Strategy & Operations Manager

About the role

The role is critical to driving customer adoption, retention, and growth. As the organization scales fast, it needs an operating system to match.

Responsibilities

• Establish key metrics and compensation models for the ADM organization
• Evaluate performance of the business, drivers and trends, and guide targeted action plans
• Build, refine and optimize headcount and capacity models to ensure we make the right investments
• Build, refine and optimize segmentation modeling to ensure we deliver the right service model that ultimately leads to revenue growth
• Build and operationalize frameworks with the ADM organization, such as health scores, maturity models and corresponding playbooks that drive usage and growth
• Build and operationalize dashboards that surface the right KPIs and insights at the right time to drive action across all levels of the organization
• Build and operationalize an end-to-end operating cadence for the leadership team to support fast, informed decision-making
• Serve as a trusted advisor to the leadership team; You can think big picture and also lean in to figure out how to get things done iteratively
• Partner closely with cross-functional stakeholders in RevOps, GTM, Finance and more to bring concepts to life rapidly, and iterate and evolve together
• Incorporate a global mindset into your work, taking into account local nuances and input and ensuring global plans stick regionally

Requirements

• Experience in Customer Strategy and Operations; Customer Success or Account Management focus strongly preferred
• Builder mindset - you are comfortable building from the ground-up and are adept at flexing between launch and iterate vs. going deep
• Strong analytical and modeling skillset
• Strong operations mindset - you have an eye for critical foundations such as capacity modeling, staffing, planning and process
• Experience with CS frameworks such as health scores and maturity models — but with an open-mindedness to evolve them to meet our business needs
• Excellent stakeholder management skills, comfortable operating across levels and audiences to get things done
• Strong project management skills, you can clearly outline what needs to happen and know how to keep your team informed and engaged

Qualifications

• Consulting, finance and/or data science background
• Customer-facing experience
• Experience in Business Operations, Sales or Services strategy & ops
• Experience with company strategy such as localization, pricing, etc.
• Experience with consumption based pricing