Customer Success Operations Manager

Cequence Security

IT / Software Development & Related

102+ Applicants

Posted: 8 months ago

3-7 years

Maharashtra, Pune

Work from Office

Posted: 8 months ago

Applicants: 103+

Job Description

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Job Description

As a Customer Success Operations Manager, you will play a crucial role in supporting our Customer Success team by focusing on tooling, reporting, and process improvement. Your primary responsibility will be to ensure that our Technical Success Managers (TSMs) have the necessary systems and insights to deliver value to our customers effectively. By owning the administration of CS platforms, managing reporting pipelines, and driving operational excellence, you will contribute to the overall success of our organization.
Your responsibilities will include managing the day-to-day operations of the CS platform, configuring integrations, and ensuring adoption by TSMs. You will also be tasked with building and maintaining dashboards in Datadog and Grafana to track customer health signals and platform performance. Additionally, you will manage reporting pipelines from the database to provide TSMs and leadership with accurate, actionable insights.

In this role, you will provide light Salesforce administration to ensure that CS data is structured and reliable. You will develop and automate reporting on customer adoption, engagement, segmentation, and risk signals. Collaboration with CS leadership to create renewals forecasting dashboards and health score frameworks will be key in driving success metrics consistency.
Furthermore, you will document and optimize CS processes to enhance efficiency and consistency. By creating repeatable playbooks for tracking customer journeys and success milestones, you will streamline operations. Implementing alerting mechanisms to notify TSMs of changes in customer usage or risk profiles will be essential in proactively managing customer relationships.
As the central owner of CS tooling and backend workflows, you will aim to reduce manual work for TSMs and ensure data integrity across various platforms. Your role will involve continuously seeking opportunities to automate reporting and operational tasks, with a preference for using GitLab for version control.

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To be successful in this role, you should have at least 3 years of experience in Customer Success Operations, Revenue Operations, or a related operations role. Hands-on experience with Vitally or similar CS platforms, as well as proficiency in Datadog, Grafana, and SQL-based reporting environments, is required. Additionally, Salesforce administration skills and strong analytical abilities are essential for designing, building, and automating dashboards and reports.
Experience with GitLab for managing reporting and automation scripts is preferred, along with familiarity in renewals forecasting, segmentation modeling, and scripting or automation tools. A background in SaaS security, data-heavy, or technical CS environments would be advantageous.
Ultimately, your success will be measured by the accuracy and real-time nature of the reporting provided to CS leadership, the increased focus of TSMs on driving value with customers rather than managing tools, the documentation and automation of operational processes, and the proactive management of tools and systems for continuous improvement.,

Skills

ManagementProcess ImprovementSQLSalesforce AdministrationAthenaGitLabDatadogGrafanaVitally

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Important dates & deadlines?

Application Deadline

26 Oct 25, 02:24 PM IST

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