Job title:
Customer Success Operations Manager
Company
Spare
Job description
Customer Success Operations ManagerDepartment: Customer SuccessEmployment Type: Full TimeLocation: Remote (Canada)Reporting To: Quinn KlimanDescriptionWe are hiring a Customer Success Operations Manager to join our Customer Success team!As a Customer Success Operations Manager, you will:
- Play a pivotal role in scaling Spare’s Customer Success organization, including:
- Implementation & Onboarding
- Customer Success
- Support
- Solutions Engineering
- Professional Services
- Be responsible for building and optimizing the operational backbone that enables our customer-facing teams to deliver exceptional service at scale.
- Own processes, systems, and analytics that drive team efficiency, customer satisfaction, and revenue retention.
Our Spare HQ is in Vancouver – BC, but this position is open to remote work options across Canada. If you like coming into an office, you can work from our HQ as desired, and we also provide a co-working stipend for those who wish to work in an office outside Vancouver.❗️Please note: Spare will be observing an end-of-year shutdown from December 25 to January 1. If you apply during this time, you may not hear about the next steps until we return to the office on January 2.Key Responsibilities
- Tooling & Systems Administration
- Select, deploy, manage, and optimize the tools and systems (e.g., CRM, support ticketing, onboarding, project management, and other customer success platforms) used by the Customer Team, ensuring they are effectively utilized.
- Identify and implement automation opportunities to reduce manual work as well as improve efficiency and velocity.
- Develop an Aritifical Intelligence (AI) team strategy for incorporating next-generation AI tooling and agents.
- Operational Excellence
- Design, implement, and optimize scalable processes for the Customer Success team, including onboarding, implementation efficiency, success tracking, customer health, customer sentiment, renewals, and expansions.
- Align team processes with industry best practices tailored to Spare’s industry, customers, and products.
- Collaborate with cross-functional teams (Sales, Support, Product, and Engineering) to ensure seamless workflows and handoffs.
- Data & Analytics
- Develop and maintain dashboards and reports to monitor key performance indicators (KPIs) such as Net Revenue Retention (NRR), churn, CSAT, and customer health scores.
- Conduct data-driven analyses to identify trends, risks, and opportunities, presenting actionable insights to leadership.
- Drive the evolution of customer health scoring models to ensure proactive engagement strategies.
- Enablement
- Lead the development of internal training materials and resources to properly on board and up skill Customer Team members.
- Create and maintain a comprehensive internal knowledge base to ensure optimal and consistent execution of process best practices across the team.
- Partner with the VP of Customers to set team goals, OKRs, KPI targets, and align operational strategies with Spare’s business objectives.
- Scalability
- Continuously evaluate and improve processes to ensure Spare’s Customer Success organization scales efficiently as the company grows.
- Develop a resource and capacity planning model that will enable the efficient scaling of the team.
- Identify and implement initiatives to optimize team performance, maximize resource allocation, and support new product offerings or market expansions.
About you
- Minimum 3 (ideally 5) years of experience in an operations project management role, such as Customer Success Operations, Revenue Operations, or a related field.
- Experience in the tech or SaaS industry, with a strong understanding of customer success principles.
- Strong analytical and quantitative skills with expertise in setting KPIs, creating reports, and tracking metrics to measure team efficiency.
- Demonstrated experience administering and optimizing CRM and CS tools (e.g., Gainsight, HubSpot, Salesforce, ChurnZero, Intercom, Rocketlane, Gong, Tableau).
- Ability to handle data manipulation and reporting, including proficiency in Excel/Google Sheets, BI tools, and SQL (a plus).
- Excellent communication skills, both verbal and written.
- Proven track record of thriving in cross-functional roles, working autonomously in fast-paced, high-growth environments, and delivering impactful outcomes with limited guidance.
It will be considered a plus:
- Change management and enablement experience, including designing and implementing training programs or process rollouts.
- A proven track record of scaling processes and teams in a high-growth environment.
- Client-facing experience, with the ability to build strong relationships.
- Experience in working with and deploying advanced AI tooling.
Expected salary
Location
Vancouver, BC
Job date
Wed, 25 Dec 2024 06:40:30 GMT
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