Customer Success Operations Manager
Customer Success
We are seeking an experienced and motivated individual to join our team as a Customer Success Operations Manager. In this role, you will be responsible for optimizing the post-sale customer journey to drive adoption and retention within the Customer Success department.
About the Role & Team
We are seeking an experienced and motivated individual to join our team as a Customer Success Operations Manager. In this role, you will be responsible for optimizing the post-sale customer journey to drive adoption and retention within the Customer Success department.
- Develop and implement strategies to enhance customer adoption and retention.
- Collaborate with cross-functional teams to improve processes and efficiency within the Customer Success department.
- Analyze customer data and feedback to identify areas for improvement and drive actionable insights.
- Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not.
- Detect early signals of at-risk renewals/customers, design playbooks for CSMs to address them, and provide a path to escalation.
- Design processes to support the work of CSMs and increase their productivity and ability to provide best in class service.
- Implement and manage new tools to improve the day-to-day work of CSMs.
- Provide leadership, guidance, and mentorship to team members to help them achieve their goals and deliver exceptional service to customers.
- Manage the day-to-day operations of the Customer Success department (e.g., allocating book of business for CSMs, sending CSAT surveys, etc)
Internal Requirements
- Bachelor's degree in Business Administration, Marketing, or related field.
- Proven experience in a customer success operations role, with a focus on post-sale operations (+2 years), ideally within a SAAS or technology company.
- Strong understanding of customer success principles and best practices.
- Familiarity with customer success tools and software, including CRM systems and customer feedback platforms.
- Excellent communication and interpersonal skills.
- Strong organizational and project management skills
- Strong reporting skills and proven experience applying data hygiene, intelligence, and governance principles.
We believe in equal opportunity.
monday.com is an equal opportunity employer and bans discrimination and harassment of any kind. monday.com is committed to the standard of equal employment opportunity for all employees and to creating and maintaining a workplace free of discrimination and harassment.
All qualified applicants will be considered for employment regardless of any personal characteristic. We encourage candidates from all backgrounds to apply, regardless of their race, religion, national origin, ethnicity, sexual orientation, gender identity, age, marital status, family or parental status, physical or mental disability or any other status protected by the laws or regulations in the locations where monday.com operates.
monday.com is committed to working with and providing access and reasonable accommodation to applicants with any disabilities. If you think you may require accommodation for any part of the recruitment process, please send a request to accommodations@monday.com.
All requests for accommodation are treated confidentially , as practical and permitted by law.
monday.com is an equal opportunity employer and bans discrimination and harassment of any kind. monday.com is committed to the standard of equal employment opportunity for all employees and to creating and maintaining a workplace free of discrimination and harassment.
All qualified applicants will be considered for employment regardless of any personal characteristic. We encourage candidates from all backgrounds to apply, regardless of their race, religion, national origin, ethnicity, sexual orientation, gender identity, age, marital status, family or parental status, physical or mental disability or any other status protected by the laws or regulations in the locations where monday.com operates.
monday.com is committed to working with and providing access and reasonable accommodation to applicants with any disabilities. If you think you may require accommodation for any part of the recruitment process, please send a request to accommodations@monday.com.
All requests for accommodation are treated confidentially , as practical and permitted by law.