Senior Manager, Customer Success Operations

1 day, 9 hours ago
Full-time
Lead
Project and Program Management
Alphasense

Alphasense

Alphasense is a global leader in providing high-quality gas sensors and air quality monitors to industrial OEMs. With over 25 years of experience, the company offers a wide range of innovative gas sensor technologies for various applications, including...

Industrial Conglomerates
51-250
Founded 1996

Description

  • Define and improve the operating model, cadence, and governance for strategic customer projects.
  • Optimize Customer Success processes to scale as the business grows.
  • Set the framework for core Customer Success metrics and executive reporting.
  • Identify and prioritize improvements across the Customer Success tool stack.
  • Act as the senior escalation point for operational and tooling issues.
  • Own the Quarterly Business Review process end to end.
  • Partner with CS leaders and cross-functional teams to deliver strategic initiatives.
  • Decide which programs are ready to scale and establish playbooks and standards.
  • Partner on KPI trackers, dashboards, and impact reporting for Customer Success programs.
  • Own data quality, reporting governance, and escalation of material data integrity risks.
  • Manage and develop the Senior Analyst, Customer Success Operations.

Requirements

  • 8+ years of experience in a Revenue organization supporting Customer Success productivity.
  • Prior people management experience required.
  • Experience owning or administering CS systems such as Salesforce, Gainsight, Clari, Gong, or Tableau.
  • Experience evaluating new tools as business needs evolve.
  • Strong project management skills and ability to move ambiguous programs into scalable execution.
  • Proven ability to translate NRR, GRR, and usage-based KPIs into strategic narratives for executive stakeholders.
  • Excellent communication skills in a fast-paced environment.
  • Strong cross-functional collaboration skills with Product, Sales, Support, Finance, and BI.
  • Exceptional organizational skills and attention to detail.
  • Experience with SQL, Snowflake, BigQuery, or Tableau is a plus.

Benefits

  • Base salary range of $177,000 to $195,000 USD.
  • Performance-based bonus opportunity.
  • Equity compensation.
  • Generous benefits program.

Interested in this position?

Apply directly on the company website

Apply Now

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