Senior Manager, Customer Success Operations

AlphaSense is a leading company providing AI-driven market intelligence to help professionals make informed decisions. The Senior Manager, Customer Success Operations will lead the operationalization of strategic customer projects and collaborate with various teams to enhance the efficiency and scalability of Customer Success operations.

Responsibilities:

• Bring broad, cross-functional fluency across customer success, account management, and adjacent go-to-market functions to set direction for how Customer Success Operations partners with the rest of the business. Exposure to pre-sales and application specialist functions is a plus
• Define and continuously improve the operating model, cadence, and governance for our roadmap of strategic customer projects, and optimize existing Customer Success processes to ensure scalability as we grow
• Set the strategic framework for how core Customer Success metrics, including NRR, GRR, and usage KPIs, connect to business outcomes, and use that framework to inform program investment, prioritization, and executive reporting
• Identify opportunities across our Customer Success tool strategy, spanning systems like Salesforce, Gainsight, Clari, Gong, and Tableau, and partner with senior leadership on investment priorities
• Act as a senior escalation point for operational issues, whether a broken workflow, data discrepancy, or urgent tooling issue, and drive fast, durable resolution
• Own the Quarterly Business Review process end to end, building and refining templates with leaders and prioritizing the Asks of the Business that come out of QBRs
• Partner closely with CS leaders, Product, Sales, Support, Finance, BI, and Revenue Operations to align on priorities, gather requirements, and deliver on cross-functional initiatives
• Decide which programs are ready to scale and in what order, ensuring the playbooks and standards behind them hold up as coverage expands from a handful of accounts to full strategic segments
• Partner with the Manager, Customer Success Operations on the KPI trackers, dashboards, and impact reporting that make each program measurable
• Own accountability for the trustworthiness of CS reporting as it scales, ensuring the QA and governance practices behind it, source of truth, hierarchy integrity, field accuracy, hold up under executive level scrutiny, and escalate material data integrity risk before it reaches leadership
• Manage and develop the Senior Analyst, Customer Success Operations: set priorities, coach, and elevate their work from tactical execution to insight-driven impact
• Be the go to person for strategic program execution across the Customer Success organization

Requirements:

• 8+ years of experience within a Revenue organization, playing a key role in driving productivity for the Customer Success team
• Prior people management experience required
• Experience owning or administering CS systems such as Salesforce, Gainsight, Clari, Gong, or Tableau, and evaluating new tools as needs evolve
• A strong project manager who enjoys making things better and can move ambiguous programs to scalable execution
• Proven ability to translate core SaaS and Customer Success metrics, including NRR, GRR, and usage-based KPIs, into strategic narratives for senior and executive stakeholders
• Excellent communication skills, and the ability to work in a dynamic, fast paced environment
• Enjoys working cross-functionally and building strong relationships with stakeholders across the business, including Product, Sales, Support, Finance, and BI
• Demonstrates exceptional organizational skills and attention to detail
• Bonus: experience with SQL, or a data warehouse tool such as Snowflake or BigQuery, and familiarity with a BI platform such as Tableau