Location: Remote (must be able to work EST hours 9am-5pm)
Department: Customer Success
Reports To: VP of Business & Client Strategy
Position Summary:
We are seeking a Customer Success Operations Manager to enhance the efficiency, effectiveness, and scalability of our Customer Success team. This role will be responsible for optimizing our use of ChurnZero, Salesforce, and other customer success tools to drive client engagement, retention, and expansion opportunities. The ideal candidate will have a deep understanding of customer success metrics, automation, and workflow optimization, along with the technical skills to configure and implement processes within ChurnZero and Salesforce.
Key Responsibilities:
- Operational Strategy & Execution: Collaborate with leadership to design and execute customer success initiatives that improve retention, expansion, and customer satisfaction.
- ChurnZero & Salesforce Optimization: Manage and optimize ChurnZero and Salesforce workflows, ensuring the team maximizes automation, analytics, and engagement strategies.
- Data-Driven Decision Making: Analyze customer success metrics, churn risk factors, and expansion opportunities to provide insights that drive proactive engagement strategies.
- Process Automation: Implement scalable processes to improve onboarding, adoption, and renewal management through automation and structured workflows.
- Collaboration & Training: Work closely with CSMs, Account Managers, and Sales to align customer success processes with overall company goals. Provide training on ChurnZero and Salesforce best practices.
- Customer Health & Engagement: Develop and refine customer health scores, renewal forecasting models, and proactive engagement strategies.
- Expansion & Upsell Support: Identify and manage customer success-driven upsell and expansion opportunities, integrating with sales processes where needed.
Key Requirements:
- 3-5+ years of experience in Customer Success, Revenue Operations, or CRM Administration (preferably in SaaS).
- Hands-on experience with ChurnZero (or similar customer success platforms) and Salesforce.
- Strong analytical skills and the ability to derive insights from customer data.
- Experience implementing automation, workflows, and integrations within CS tools.
- Proven ability to drive process improvements and increase operational efficiency.
- Excellent communication skills with cross-functional teams (CSMs, Sales, Product, and Leadership).
- Strong project management skills with the ability to execute multiple initiatives simultaneously.
Preferred Qualifications:
- Experience in healthcare tech, EHR, or CRM SaaS.
- Familiarity with SQL, Looker, or other analytics tools for deeper reporting.
- Experience leading technology adoption and training teams on new tools/processes.
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