Customer Success Operations Lead

Job Description

We are seeking a dynamic Customer Success and Services Operations lead to drive customer satisfaction, retention, and growth while optimizing operational processes across our customer-facing teams. This role combines strategic customer relationship management with operational excellence to ensure seamless customer experiences and scalable business operations. Key Responsibilities Design and optimize customer success processes and workflows Establish and track key performance indicators (KPIs) for customer success metrics Help with the implementation/configuration of customer success technology stack (CRM, CS platforms, analytics tools) Create standardized processes for customer onboarding, support escalation, and renewal management Develop customer segmentation strategies and playbooks Manage resource allocation and capacity planning for customer success team Data Analysis and Reporting Locate, gather, and organize relevant data from various internal and external sources. Ensure the accuracy, completeness, and quality of data by implementing data validation techniques and audits. Create comprehensive reporting dashboards for leadership and stakeholders Develop and maintain dashboards, reports, and analytics to track key performance indicators (KPIs) for Customer Success. Analyze data to provide actionable insights and recommendations to support customer retention and satisfaction initiatives. Support ad-hoc reporting needs and provide analytical support for ongoing projects. Cross-functional Collaboration Partner with Customer Success Managers and other stakeholders to understand business needs and translate them into process improvements and reporting solutions. Work closely with IT, Product, and other teams to ensure seamless integration of data systems and tools. Process Documentation & Maintenance Develop, document, and maintain standardized processes for the Customer Success team. Continuously review and refine processes to ensure efficiency and alignment with company goals. Create and update process documentation, manuals, and guides to ensure consistency and clarity. Qualifications Education: Bachelors degree in business, Finance, Data Analytics, Information Systems, or related field. Experience: 7+ years of experience in a similar role, preferably within Customer Success, Professional Services, Operations, or Data Analytics. Experience with data management, reporting, and analysis tools (e.g., Excel, SQL, Tableau, Power BI). Experience in process documentation and improvement initiatives. Skills: Proficiency with CRM systems (Salesforce, HubSpot, etc.) Experience with customer success platforms (Gainsight, ChurnZero, Totango) Strong analytical skills with proficiency in Excel/Google Sheets and data visualization tools Excellent attention to detail and commitment to data accuracy. Proficiency in process documentation and workflow design. Effective communication and collaboration skills with cross-functional teams. Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.