Customer Success Operations Manager at Red Canary | Torre
Customer Success Operations Manager
Report
Red Canary

Customer Success Operations Manager

Red Canary
Posted by
Mariajosé Gómez
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Full-time

Legal agreement: Employment

Compensation
USD54k - 60k/year
Non-negotiable
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Hybrid (United States)
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Posted over 5 years ago

Requirements and responsibilities

• Work with Managers and the VP of Customer Care to create, maintain and implement support playbooks, including internal process playbooks and customer business review playbooks • Operationalize and implement Customer Success Manager workflows and processes that effectively and efficiently improve their support for their customers • Create, support, maintain and implement customer segmentation, customer journeys and other foundational programs that will be inputs to future process and playbook improvements • Drive accurate renewal and expansion forecasting within the teams, and help data consumers understand and action on their data • Provide project leadership and management when appropriate, specific to tool implementations, major project deployments and operational changes • Administor specific customer success-owned tools like ChurnZero or Gainsight, including making basic updates to configuration, provision users and general data and integration maintenance • Work with enablement or as an individual to train Customer Success Managers on process, tool and playbook updates • Spearhead and implement a customer-facing training program with content and training modules with certifications
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