Customer Success Operations Manager - Remote

Overview

monday.com is looking for an experienced and motivated individual to join our team as a Customer Success Operations Manager! In this role, this person will be responsible for optimizing the post-sale customer journey to drive adoption and retention within the Customer Success department.

In Short

• Day-to-day includes supporting the field (ad hoc requests, report builds, etc), identifying process inefficiencies and helping define solutions, collaborating with cross-functionals and helping deliver on projects.
• Develop and implement strategies to enhance customer adoption and retention.
• Collaborate with cross-functional teams to improve processes and efficiency within the Customer Success department.
• Analyze customer data and feedback to identify areas for improvement and drive actionable insights.
• Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not.
• Detect early signals of at-risk renewals/customers, design playbooks for CSMs to address them, and provide a path to escalation.
• Implement and manage new tools to improve the day-to-day work of CSMs.
• Manage the day-to-day operations of the Customer Success department (e.g., allocating book of business for CSMs, sending CSAT surveys, etc)

Requirements

• 2+ years of experience in an operational post sale function
• Project management experience
• Working at a similar size organization
• Cross-functional experience and stakeholder management
• Technical experience (SFDC, Looker/Tableau is ideal)
• Communication & Collaboration
• Analytical & Strategic Thinking
• Ownership & Impact
• Technical Proficiency
• CS Proficiency is ideal, but not mandatory

Benefits

• Opportunity to receive and/or earn a discretionary bonus and/or equity based on Company’s plans and in accordance with Company’s policies.