Match score not available

Unlock Premium Benefits Today!
🚀 Elevate your career with priority access.
Stand out to top recruiters with Jobgether Priority Access:
  • ✅ Top Match: We help you identify job offers where you're a perfect fit.
  • ✅ Exclusive Referral Service: Connect directly with recruiters as a Jobgether Certified Premium User.
  • ✅ Personalized Feedback: Receive feedback and expert guidance on applications, and have your profile manually reviewed.

Start Your Free Trial Now!

Start my free trial

Customer Success Operations Manager

unlimited holidays - extra holidays - extra parental leave
Remote: 
Full Remote
Contract: 
Full time
Work from: 
Florida (USA), New Jersey (USA), North Carolina (USA), United States

Offer summary

Qualifications:

3+ years in Customer Success or Revenue Operations, Experience with Mid-Market customers, Excellence in data management and systems usage, Proficiency in Excel/Google Sheets.

Key responsabilities:

  • Own quarterly forecasting for Mid-Market portfolio
  • Drive and support content and QA coordination
Contentsquare logo
Contentsquare Unicorn https://contentsquare.com/
1001 - 5000 Employees
HQ: Paris
About Contentsquare
Contentsquare delivers the power to make the digital world more human. Its AI-powered platform provides rich and contextual insight into customer behaviors, feelings and intent — at every touchpoint in their journey — enabling businesses to build empathy and create lasting impact. The global leader in digital experience analytics, Contentsquare helps brands everywhere transform the way they do business, allowing them to take action at enterprise scale and build customer trust with security, privacy and accessibility. More than 850 leading brands use Contentsquare to grow their business, deliver more customer happiness and move with greater agility in a constantly changing world. Its insights power the customer experience on over 1 million websites worldwide. Founded in Paris and with offices around the world, Contentsquare has raised $810m in investment funding from leading investors, including Softbank, BlackRock and others.
See more Contentsquare offers

Job description

The mission of the Customer Success Operations team is to align customer success strategy to its execution. This person will serve as a business partner and direct theater support for Mid-Market Customer Success to drive critical business insights and fundamentally improve process execution. As an entrepreneurial, organized and analytical problem-solver, this person will be responsible for optimizing business forecasting, region-wide Customer Success meetings, strategic program roll-outs, and change management.

What you’ll do
  • Support the VP of Customer Success, Mid-Market by owning day-to-day processes and an overview of the end-to-end Mid-Market customer experience
  • Own quarterly forecasting for the Mid-Market portfolio, partnering with Business Insights, Sales, Finance, and Sales Operations for accurate reporting
  • Drive and support content and Q&A coordination for regional QBRs and All-Hands
  • Monitor execution of the commission plans, including commission questions and exception request approvals with leadership
  • Regularly track KPIs against organizational business goals
  • Own quarterly Churn and Downsell analysis for Mid-Market, with trend summaries, strategies, and deliverables for churn prevention strategy
  • Collaborate with the BI team to provide accurate and on-point business data and analysis to support leaders in their decision-making and team management
  • Oversee and drive strategic program, process and systems rollouts in Mid-Market through a designed framework for scale
  • Help monitor documentation for Customer Success systems and processes
  • Coordinate cross-functional processes that help drive renewal and upsell targets 

    • What you’ll need to succeed
  • 3+ years in Customer Success or Revenue Operations
  • Experience working with Commercial or Mid-Market customers at scale
  • Excellence in data management and systems usage
  • Team player attitude and a global mindset
  • Dedicated and relentless project leadership and execution
  • Excel/Google Sheet experience and an aptitude for learning new systems
  • Strong collaborative skills and the ability to influence peers and management
  • Independently capable of seeking information, solving conceptual problems, corralling resources and delivering results in complicated situations
  • Comfortable analyzing data and presenting to leadership in a thoughtful and concise manner
  • Takes a high degree of ownership over their work 
  • To be data-driven, curious, and deeply passionate about Customer Success
  • Lead with creative problem-solving, and leverage data to drive influence and strategy while thinking of systems holistically
  • Have a customer-centric mindset and understand the end goal is to retain and grow our customer base
  • Able to drive change management and develop methods to measure and systemize KPIs
  • This is a demanding role that requires strong priority management and interpersonal skills

    • Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Customer Success ManagementChange ManagementProject ManagementData ManagementSystem ProceduresKPI ManagementBusiness AnalysisUser Experience (UX)Revenue Operations

    Other Skills

    • Collaboration
    • Forecasting
    • Analytical Thinking
    • Influencing Skills
    • Creative Problem Solving
    • Teamwork
    • Communication
    Are you interested?

    Customer Success Manager (CSM) Related jobs

    See more Customer Success Manager (CSM) jobs
    Sign in or sign up with Google or LinkedIn