Manager, Customer Success Operations

AlphaSense removes uncertainty from decision-making for the world’s most sophisticated companies. Our AI-powered market-intelligence platform delivers trusted insights from public and private content—equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research. In 2024, AlphaSense acquired Tegus, advancing our shared mission to empower professionals with comprehensive, AI-driven market intelligence. Together, we serve over 6,000 enterprise customers, including a majority of the S&P 500, with more than 2,000 employees across the U.S., U.K., Finland, India, Singapore, Canada, and Ireland.

About the role

The Manager, Customer Success Operations is a critical role within our Revenue Operations team. You will develop key enabling tools, streamline processes, and act as a strategic partner to our Customer Success organization—including Account Managers, Customer Success Managers, and Support teams. Your work will directly improve productivity and efficiency across the CS team, driving core KPIs around adoption, retention, and growth through close collaboration with Customer Success leadership.

About the team

The Customer Success - Revenue Operations team at AlphaSense drives productivity and efficiency for account managers, CSMs, implementation specialists, support specialists, and leadership. We create operational reporting and analytics, improve processes, and enable strategic initiatives that impact the revenue organization. Our team is dynamic, highly driven, and passionate about operations, thriving in a fast-paced, challenging environment.

Responsibilities

• Apply deep working knowledge of customer success and account management to guide how Customer Success Operations supports the broader CS org. Exposure to pre-sales and application specialist functions is a plus.
• Support the operating model, cadence, and governance for our roadmap of strategic customer projects, and optimize existing Customer Success processes to ensure scalability as we grow.
• Own the definitions, methodology, and standards behind core Customer Success metrics, including NRR, GRR, renewal rate, and usage and engagement KPIs, ensuring consistency across reporting and business reviews.
• Support our Customer Success tool strategy across systems like Salesforce, Gainsight, Clari, Gong, and Tableau, executing on priorities identified by CS leadership.
• Act as an escalation point for operational issues, whether a broken workflow, data discrepancy, or urgent tooling issue, and drive fast, durable resolution.
• Develop strong relationships with the Customer Success team to understand and implement best practices, focusing on where they lack visibility or see gaps in process.
• Build the playbooks, templates, and standards needed to expand customer programs from a handful of accounts to full coverage across strategic segments.
• Partner with the Senior Manager, Customer Success Operations on KPI trackers, dashboards, and impact reporting to make each program measurable.
• Create and optimize reporting and dashboards, including attainment, trends, and on-demand dashboards. Support data governance practices to maintain a consistent source of truth, clean hierarchy data, and accurate field population as the business scales.

Requirements

• 5 to 8 years of experience working within a Revenue organization, playing a key role in driving productivity for the Customer Success team.
• Prior people management experience required.
• Operations professional with a passion for driving productivity, improving processes, and using new technology to drive revenue at a high-growth B2B SaaS company.
• Strong understanding of core SaaS and Customer Success metrics, including NRR, GRR, renewal rate, and usage-based KPIs, with experience owning metric definitions and standards, not just reporting on them.
• Experience optimizing and rolling out new technology, workflows, and processes within a revenue organization.
• Ability to think strategically, act tactically, and write effectively.
• Creative problem solver who identifies new and innovative ways to drive productivity.
• Strong project manager who enjoys making things better.
• Enjoys working cross-functionally and building strong relationships with stakeholders across the business.
• Exceptional organizational skills and attention to detail.
• Experience with the B2B sales process and the tools it takes to succeed.
• Bonus: experience with SQL, or a data warehouse tool such as Snowflake or BigQuery, and familiarity with a BI platform such as Tableau.

Pay

Base compensation range: $140,000—$154,000 USD. Final offer amounts are determined by multiple factors including candidate experience/expertise and may include a performance-based bonus, equity, and a generous benefits program.