Customer Success Operations Lead

We are seeking a dynamic Customer Success and Services Operations lead to drive customer satisfaction, retention, and growth while optimizing operational processes across our customer-facing teams. This role combines strategic customer relationship management with operational excellence to ensure seamless customer experiences and scalable business operations.

Key Responsibilities

• Design and optimize customer success processes and workflows
• Establish and track key performance indicators (KPIs) for customer success metrics
• Help with the implementation/configuration of customer success technology stack (CRM, CS platforms, analytics tools)
• Create standardized processes for customer onboarding, support escalation, and renewal management
• Develop customer segmentation strategies and playbooks
• Manage resource allocation and capacity planning for customer success team

Data Analysis and Reporting

• Locate, gather, and organize relevant data from various internal and external sources.
• Ensure the accuracy, completeness, and quality of data by implementing data validation techniques and audits.
• Create comprehensive reporting dashboards for leadership and stakeholders
• Develop and maintain dashboards, reports, and analytics to track key performance indicators (KPIs) for Customer Success.
• Analyze data to provide actionable insights and recommendations to support customer retention and satisfaction initiatives.
• Support ad-hoc reporting needs and provide analytical support for ongoing projects.

Cross-functional Collaboration

• Partner with Customer Success Managers and other stakeholders to understand business needs and translate them into process improvements and reporting solutions.
• Work closely with IT, Product, and other teams to ensure seamless integration of data systems and tools.

Process Documentation & Maintenance

• Develop, document, and maintain standardized processes for the Customer Success team.
• Continuously review and refine processes to ensure efficiency and alignment with company goals.
• Create and update process documentation, manuals, and guides to ensure consistency and clarity.

Qualifications

Education:

• Bachelors degree in business, Finance, Data Analytics, Information Systems, or related field.

Experience:

• 7+ years of experience in a similar role, preferably within Customer Success, Professional Services, Operations, or Data Analytics.
• Experience with data management, reporting, and analysis tools (e.g., Excel, SQL, Tableau, Power BI).
• Experience in process documentation and improvement initiatives.

Skills:

• Proficiency with CRM systems (Salesforce, HubSpot, etc.)
• Experience with customer success platforms (Gainsight, ChurnZero, Totango)
• Strong analytical skills with proficiency in Excel/Google Sheets and data visualization tools
• Excellent attention to detail and commitment to data accuracy.
• Proficiency in process documentation and workflow design.
• Effective communication and collaboration skills with cross-functional teams.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.