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

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