Customer Success Operations Manager | Job Description

Key Responsibilities: What Does a Customer Success Operations Manager Do?

Customer Success Operations Managers are the heart and center of CS strategy. They work with the CS Ops team to form all CS initiatives into a cohesive, strategic approach to customer relationships and operations.

CS Ops managers, often called simply Customer Operations Managers, oversee account setup and the execution, implementation, and technical integrations for each account under their wing.

This role also handles the internal customer success setup, ensuring all tools used by customer-facing departments are correctly integrated and aligned with established metrics, health scores, and KPIs, which they also help select.

Key Responsibilities:

• Advising the company-wide Customer Success strategy, ensuring “strategy” is part of the team’s scope of responsibility, so they don’t lose sight of customers and their goals.
• Managing account setup, maintaining accounts, overseeing or directly facilitating implementation.
• Collaborating with relevant team members (sales, account managers, CSMs, product managers, and others) to deliver custom implementation plans for each account.
• Overseeing execution, technical integrations, and ensuring the quality of the products / services delivered during onboarding, implementation, and beyond.
• Working with the customer success team to ensure customers receive value and a high ROI from the products / services they’ve purchased.
• Reviewing customer technical issues and working with other technical CS team members to solve them.
• Meeting customers to review technical setup & implementation on-site (where applicable).
• Overseeing account metrics and analytics and aiding with, or creating, reports
• Planning customer lifecycles and setting the correct reachout process, including time of reach out, channels, and touchpoints, and enabling the success of the CS team.
• Conducting risk management analysis for all clients.
• Cross-functional team management, compensation management, and contributing to decisions regarding team structures.
• Implementing and managing CS software and CS Ops activities and keeping systems updated.

Here are the necessary skills to be a good Customer Success Operations Manager

• Minimum 3 years of experience in Customer Success or Customer Support with proven Operations or Technical expertise. Relevant courses / training are nice-to-have but only required by some job postings.
• Excellent analytical skills and experience in merging complex datasets to find trends and insights about customers, with the ability to drive customer success and inform the efforts of the entire team.
• Automation and playbook setup, automating tech-touch.
• Monitoring internal team processes.
• Revenue forecasting.
• Monitoring customer metrics and activity.
• Project management and account management.
• Expert reporting skills and proven experience applying data hygiene, intelligence, and governance principles.
• Experience communicating and reporting operational data to cross-functional internal stakeholders.
• Advanced IT&C knowledge and capabilities and ability to quickly learn and perform in new software environments.