Job Description

Description We\'re hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the Global Client Experience Director and the Executive Director of APAC. You will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale. Responsibilities:

• Be part of the Global Project Team in designing the global CS framework and programs. Drive program adoption in the APAC region
• Reporting: Report to executives on the CS Success Leading Indicators and Attrition Risks
• Analysis: Track leading indicators of renewals and upsell, and analyze them to understand what\'s going well and what\'s not
• Customer Lifecycle: Design the CS framework for the SME and Self Serve customer segment, including customer journey and associated CS motions with the goal to drive optimal product adoption and improve NRR
• Digital Programs: 1:Many Communications lead to synchronize email outreaches with CSM touch points
• Risk Management: Design early risk signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
• Cross-Functional Coordination: Coordinate cross-functional processes that help improve CS processes and improve customer experience.
• Enablement: Provide materials and data that help CSMs work more effectively
• Systems: Implement and manage the CS software that facilitates CSM activities. Drive CS Software adoption in APAC.

• 7 + years of experience in Client Success
• Proven experience in Client Success Operations / Program Management required
• Passion for designing processes that scale
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Enjoys "getting their hands dirty" by digging into complex operations
• Takes high degree of ownership over their work
• Clear communicator with professional presence
• Strong listening skills; Open to input from other team members and departments
• Ability to lead through influence
• Experience in Enablement is a plus
• Project Management qualifications are highly regarded