Customer Success Operations Manager

Varonis is seeking a Customer Success Operations Manager to improve the efficiency and effectiveness of its customer success initiatives. The role develops operational strategies, uses customer data and feedback to improve retention and customer experience, and collaborates with cross-functional teams to drive customer outcomes.

Responsibilities:

• Develop and implement standard methodologies for customer success operations
• Set and track clear goals, KPIs, and metrics to measure success
• Collect, analyze, and interpret customer data
• Use data insights to inform strategies and predict trends that improve customer retention and increase growth opportunities
• Work with sales, account managers, and Technical Account Managers (TAMs) to create account plans that deliver meaningful outcomes
• Ensure cohesion and alignment with overall business objectives
• Implement and maintain a feedback loop to gather customer insights
• Analyze feedback and use it to improve services and customer experience
• Create training materials and provide ongoing education for customer success teams
• Ensure teams are up-to-date with best practices and tools

Requirements:

• Ability to analyze data and make data-driven decisions
• Skills in streamlining processes and implementing improvements
• Familiarity with customer success tools and technologies
• Strong verbal and written communication skills
• Ability to manage multiple projects and set priorities
• Strong interpersonal skills to build relationships and foster collaboration
• Ability to identify issues and develop effective solutions
• Capability to lead and motivate customer success teams
• Bachelor's or Master's degree in Business Administration, Marketing, Management, or a related field
• Proven experience in customer success, operations management, or a similar role
• Extensive experience in customer success operations or related leadership roles
• Familiarity with customer success systems and tools
• Strong understanding of customer journey mapping and experience optimization
• Experience with performance tracking and reporting tools
• Excellent verbal and written communication skills
• Strong leadership and team management skills
• Proven track record of driving customer success and satisfaction
• Strong problem-solving skills and the ability to develop effective solutions
• Project management skills to manage multiple projects and set priorities