The Customer Success Operations Manager is responsible for driving the effectiveness and efficiency of the Customer Success team. The successful CS Operations Manager will be a trusted partner in defining customer success objectives, strategy, tactics and implementing processes that scale.

Responsibilities include, but are not limited to: 

• Help define how we use data driven insights to transform customer experiences and ensure a consistent end-to-end customer experience across all services
• Identify and report on key performance metrics related to the customer life-cycle and operational efficiencies 
• Administer NPS backend process and collaborate cross-functionally to improve and mature NPS program
• Develop, in partnership with Customer Success Leadership, team bonus structure and quantitative goals as well as own end of quarter payout calculations
• Manage rewrite expansion dollar forecast, keep pulse on status of open opportunities and push for timely closure each quarter
• Develop and coordinate all Customer Success board reporting
• Represent Customer Success on the Data Operations Team serving as the owner of customer success related data by collaborating across the revenue team to identify and manage data-related projects
• Represent Customer Success on the Pricing Committee, owning the transition of new pricing & packaging to current customer base and influencing continual updates to pricing & packaging
• Track and analyze leading indicators of churn, contraction, and expansion to help drive revenue growth from installed customer base
• Evaluate customer onboarding processes, identifying process improvement opportunities, data and materials that will help Customer Success Managers work more effectively
• Assist with staffing forecast based on existing book of business, workload capacity and sales projections 
• Train team on how to use key systems such as Salesforce and own communication and training on change to operational processes
• Assist in defining and managing strategic projects related to the continued evolution and growth of the Customer Success organization

Desired Skills/Experience: 

• Experience developing and measuring KPls to drive business decisions
• Experience forecasting in an operational, finance or analytics role preferred
• Strong project and change management skills with the ability to partner cross-functionally
• Ability to break down ambiguous problems into concrete, manageable components and design tactical, scalable solutions
• Highly motivated, self-starter with exceptional attention to detail and a high degree of accuracy on work output
• Clear communicator with professional presence and the ability to lead through influence
• CRM experience, preferably Salesforce
• Ability to multitask in a fast-paced environment with strong organization, time management and task prioritization skills

About Convercent:

Robust. Agile. Collaborative. And you should see our software. Bringing the transformative power of the cloud to the compliance and ethics industry, Convercent's award-winning SaaS solution empowers our customers to be more effective and efficient in managing their compliance efforts. With an inclination towards innovation, Convercent is helping our customers raise the standard--and expectations--for how companies safeguard their financial and reputational health. 

Convercent is an equal opportunity employer and all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.