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Customer Success

Customer Success Operations Manager

About Heap

Heap offers a smarter way to build digital products. With comprehensive data collection and structured processes, Heap helps Product Managers understand their users, make data-driven decisions, and craft delightful digital experiences. We enable customers like Twilio, Casper, WeWork to understand their millionth customer as well as they understand their first. Check out how we help our customers win!

 

About Our Customer Success team

We are hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report to the Senior Director of Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale. 

We are looking for candidates who can dive into our retention, adoption, and health metrics, and manage our capacity planning. We will depend on your expertise to keep our focus on changes that drive growth, scalability, and retention. You love working cross-functionally and globally to support the broader Customer Success goals.

 

Responsibilities:

Data

  • Reporting: Report to executives and the board on past results and renewals and upsell forecasts, e.g. through dashboards and presentations
  • Analysis: Track leading indicators of renewals and upsell (adoption, utilization, NPS) and analyze them to understand what’s going well and what’s not
  • Forecasting: Develop analytical forecasts for account health and renewal based on transactional and behavioral patterns. Own forecast for headcount for capacity planning.
  • Operational Data Quality: Create checks for data quality within transactional and operational systems (SFDC, Heap, Catalyst). Own end to end data quality post-sale

Processes

  • CS Org Team support: Define systems and processes that drive productivity, efficiency, and visibility across the entire Customer Success Organization
    • Execute on optimization and scaling initiatives to support and enhance the customer experience
    • Provide project leadership to implement new software solutions, train the team on new CS technologies, and drive adoption of solutions
    • Provide data to assist CSMs’ daily prioritization of customer engagement
  • External Communications: Manage coordinated email outreach with CSM touchpoints for one to many retention marketing
  • Risk Management: Detect early signals of at-risk adoption & renewals, design playbooks for CSMs to address them, and provide path to escalation
  • Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal, upsell and adoption targets and deliver on customers’ needs. Work cross-functionally with the Senior and Executive leadership teams to manage and evolve the customer success processes. Includes processes for CSMs to:
    • Relay customer feedback to the Product team
    • Align with the Support team on resolution of major cases and report bugs to the Engineering team
    • Provide feedback to Sales on the expansion readiness of our customers
    • Help the Professional Services team overcome any delays in implementation
    • Engage the Customer Education team to support customer training requests
  • Customer Experience analytics:
    • Own the NPS survey programs supported by CS leadership
    • Analyze NPS data to define themes and report to leadership
    • Assist with operations for NPS Closed-loop process org-wide
    • Assist with automation of customer journey touchpoints and related CSM activities 

People

  • Team Structure: Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs
  • Compensation: Determine the metrics on which bonuses are based, and define targets for those metrics
  • Enablement: Provide materials and data that help CSMs work more effectively

Systems

  • Software Selection: Lead selection of best-fit software to enable higher CS team leverage
  • Integrations: Configure and manage integrations between Heap’s operational and transactional systems

 

Skills & Experience:

  • 5+ years of Customer Success Ops, Revenue Ops, Sales Ops and/ or Bus Ops experience at a fast growing B2B SaaS company (experience as a CSM or AM additionally preferred)
  • Strong analytics, operational, and project management foundation
  • Ability to build strong trusting relationships with Customer Success Managers and CS Leads
  • Intermediate to advanced competence with Microsoft Excel and SQL
  • Subject matter expertise in modern tools: Salesforce, Looker, Zendesk; Nice to have: Gainsight, Catalyst (preferred), Qualtrics (or other NPS tool)
  • Clear communicator with professional presence
  • Strong listening skills; open to input from other team members and departments
  • Ability to lead through influence

(Nice to have)

  • Ability to build strong trusting relationships with Customer Success Managers and CS Leads
  • Finance, or Management Consulting experience a major plus
  • Excellent verbal and written skills
  • Experience reviewing and supporting SaaS contracts
  • Experience with marketing automation systems and/or customer data platforms a plus
  • Passion for designing processes that scale and customer-focused
  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Enjoys “getting their hands dirty” by digging into complex operations
  • Takes high degree of ownership over their work 

People are what make Heap awesome. Regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics, we want everyone to feel welcome. We are committed to building a diverse and inclusive equal opportunity workplace everyone can call home.

Heap has raised $95M in funding from NEA, Y Combinator, Menlo Ventures, SVAngel, Sam Altman, Garry Tan, Alexis Ohanian, Harj Taggar, Ram Shriram, and others. We work in SF and offer plenty of awesome benefits. We'd love to hear from you!