Sr. Customer Success Operations Manager

6sense is on a mission to revolutionize how B2B organizations create revenue by predicting customers most likely to buy. The Senior Customer Success Operations Manager is responsible for driving the operational efficiency and effectiveness of the Customer Success organization, developing and optimizing processes to enhance customer satisfaction, retention, and growth.

Responsibilities:

• Develop and standardise CS processes to ensure consistency and scalability
• Help develop and refine the CS operating cadence and own the CS forecasting motion
• Identify and implement process improvements to enhance team efficiency and customer satisfaction, retention, and growth
• Create and maintain documentation across CSOps and contribute to broader initiatives
• Lead strategic initiatives and programs using project management methodologies to improve customer retention, satisfaction, and overall success
• Partner with Analytics to develop and track KPIs to measure the effectiveness of customer success efforts
• Report on performance metrics to leadership and provide recommendations for improvement
• Partner with Analytics to manage and analyze customer data to provide actionable insights and support decision-making
• Develop and maintain dashboards and reports to monitor key performance metrics
• Partner with Sales, Product, Marketing, and RevOps to ensure alignment on CS initiatives
• Facilitate communication and coordination between teams to address business needs and challenges
• Partner with Enablement on training and support to the CS team on tools, processes, and best practices
• Support execution of the Enablement calendar

Requirements:

• Bachelor's degree in Business, Operations Management, or a related field
• 3+ years experience in CS Operations or a similar role in a B2B SaaS company
• Proven track record of managing sales or CS operating cadence
• Strong proficiency in managing customer forecasts, ideally within a forecasting solution (Clari, Gong, Salesforce)
• Demonstrated ability to drive strategic initiatives and programs
• Experience in data analysis and reporting, with proficiency in CRM systems (e.g. Salesforce) and data visualization tools (e.g. Tableau)
• Possesses an understanding of 6sense operations and how CS plays a role
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Flexibility and willingness to adapt to changing priorities and new responsibilities
• Proactive self-starter, identifying opportunities for improvement and driving initiatives forward
• Ability to maintain and optimize efficient processes with high level of accuracy and attention to detail
• Effective clear and concise communication style geared toward navigating fast-paced environment
• Proven ability to work collaboratively with cross-functional teams and build strong relationships