The Customer Lifecycle Operations Manager is responsible for assisting the VP, Revenue Strategy and Center of Excellence in driving and optimizing the end-to-end customer journey, ensuring a seamless and positive experience from initial contact through to post-sale support. This role requires a strategic thinker with excellent operational, analytical, and communication skills to drive customer success and retention.

Processes:

Optimize and manage Customer Success, Professional Services, and Support operations to enhance customer experience and outcomes
Collaborate with cross-functional teams to refine processes, implement and maintain workflows, and and increase team effectiveness
Risk Management: Detect early signals of at-risk renewals (12-18 months before renewal date) and design playbooks for CSMs to address them
Renewals Forecasting: Develop scalable processes in Gong for CSMs to forecast and track renewals
Customer Lifecycle: Work with customer success leadership on the timing and content of CSM touch points throughout the customer journey.
Liaise with product, professional services, and sales teams to:
Channel customer feedback to product teams
Align with the Support teams on major case resolutions for large customers.
Provide visibility of customer and project health during onboarding to the CSM org and exec sponsors
Proactively identify and address operational bottlenecks to improve customer retention, reduce churn, and drive customer satisfaction
Stay updated on industry trends and best practices in customer experience management

Systems:

Build and utilize tools such as customer health scores, churn prediction, and CSAT & NPS metrics to empower our teams to deliver unparalleled service to our customers.
Totango: Implement CSM risk playbooks and develop Totango as the single source of truth for customer health, interaction levels and commercial information
Train, support, and oversee the daily operations of our tech stack. Ensure data integrity in our CRM (Salesforce). Set up new tools and integrations as needed.
Integration and Information sharing between different systems used by the customer teams including Totango, Salesforce, Kantata, and Snowflake

Data:

Reporting: Create reporting for QBRs, executive meetings, and board meetings on renewals, GRR, and NDRR via dashboards and decks.
Analysis: Monitor health parameters as leading indicators of customer renewal and surface insights to assist the CSM team
Develop and maintain reports and metrics to inform strategic decisions and improve team performance.

People:

Work with CX enablement to facilitate CSM enablement for new processes and systems
Liaise with CSM leadership to assess team workload and hiring plans
Manage stakeholders efficiently, leading productive conversations and coordinating efforts between departments

Qualifications:

5+ years of experience in revenue operations in the B2B SaaS industry, working with Customer Success teams
Strong understanding of the revenue tech stack, especially Salesforce (SFDC) and CSM tools
Experience with Kantata, Zendesk, Totango, and Qualtrics is a strong asset
Strong analytical and problem-solving skills, using data and analytics to improve performance
Growth mindset and willingness to develop operational efficiency and adopt new methods
Experience in risk and root cause analysis and assessment
Excellent project management abilities and cross-functional stakeholder collaboration
Excellent communication and presentation skills

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