Operations Lead (Customer Success)
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The Ops Lead for Customer Success has a vital role in connecting data, process, people, and systems. He or she plays a pivotal role in helping us determine best customers to target by risk and setting up all backend processes that allow us to make strategic decisions. This role will report to Head of Customer Success and CSMs to improve overall efficiency.
- Improve/develop touchpoint processes.
- Determine touch types for CSMs to drive retention.
- Optimize KPIs, targets, and data gathering process.
- Optimize customer distribution amongst CSMs.
- Develop forecasting methodology for risk pools.
- Identify expansion opportunities.
- Develop risk pools and processes used to identify revenue/accounts at risk.
- Identify best tools for initiatives (Webinars, Health Score, etc).
- Developed a process to test/measure health score success rate
- Set up automations based on risk pools
Within the first 3-6 months you will have
- A love for new technology
- 1-2 years experience Customer Success Ops role
- 1-2 years of experience in an operational-based role.
- Highly collaborative mindset.
- Ability to develop test plans.
- 1-2 years developing a health score (ideal).
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