Senior Customer Success Operations Manager

London, England, United Kingdom | Customer Success | Full-time | Fully remote

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Celtra is hiring an Senior Customer Success Operations Manager to drive operational excellence to improve delivery of success to our customers. We are looking for someone to contribute to building a strong culture of data-driven decision making to drive operational results across the Customer Success team, alongside best practices and innovative solutions. This is the first Operations Manager hire, so there is a high opportunity for growth and impact to the company bottom line. You get to show us how it can be done!

Previous experience working in a SaaS B2B organization is essential; you’ll have demonstrable experience in analysis, reporting and processes, across retention, renewals, churn, forecasting as well as, identifying trends across segments, performance and customer health metrics.

The Operations Manager will work cross functionally to continuously review, refine and improve our process, tools and systems. A collaborative role where the individual will work closely with Celtra team members across Customer Success, Business Operations, Sales and Product.

As an Operations Manager you will have the following background and be responsible for,

  • Extensive background working for a SaaS B2B business, contributing towards structured processes and bringing new ideas to the forefront
  • Set, track and report performance metrics against defined performance goals
  • Provide Maintenance and support for tools and software that CSMs depend on, namely ClientSuccess.
  • Assist with ongoing management of ClientSuccess (incl. Configuration & deployment) and provide training and documentation as needed support adoption and use
  • Monitor system performance of ClientSuccess, data integrity, and user activity to make recommendations on continuous improvements
  • Develop and in-depth understanding of how our Customer Success team functions and why, with the intention to develop new processes and relevant documentation, when required, to support the functions of the team to operate at scale and more efficiently
  • Drive global approach in delivery by providing CSMs with consistent tools, data and support, standardising, and where possible automating processes,to enable efficient and effective delivery
  • Develop BAU reporting by creating and implementing a robust reporting infrastructure (ClientSuccess, Salesforce, Excel)
  • Partner with Business Operations to report on results, forecasts and trends with insights and analysis through dashboards, presentations and data models
  • Track & analyse leading indicators of renewals and upsell to identify trends and opportunities
  • Innovate and develop approaches to managing and tracking revenue e.g. using predictive analytics to provide trends and insights around retention, churn and renewal
  • Support Capacity Planning and Customer Segmentation to ensure best possible experience for our customers

 A little bit about what we look for in our team,

  • Demonstrate strong leadership, priority management and interpersonal skills
  • Demonstrate passion for customer success
  • Ability and passion for building relationships
  • Optimistic, hands on and can-do attitude
  • Very customer centric with excellent listening skills and a consultative approach
  • Data-driven decision making
  • High standards of accuracy and precision
  • Working smarter is better than working harder
  • Excellent communication skills (verbal, written)
  • Being solution oriented

Qualifications

  • 6+ years of Customer Success and Operations experience in an Enterprise SaaS organisation, with a focus on data driven reporting, analysis and
  • Prior experience or cross-functional collaboration with multiple areas: Business Operations, Customer Success
  • Experience using Customer Success Software and BI Tools
  • Ability to connect the dots organizationally and influence stakeholders from various roles, levels, and profiles to drive collaboration and program excellence
  • Experience with data management and an understanding of data transformation and visualization techniques to drive insights and data-driven decision making
  • Experience of working in a fast-paced scale up environment
  • Relevant BA/BS degree preferred with a strong record of academic success

 

About Celtra

Celtra helps creative and in-house marketing teams design, approve, and deliver digital creative across the ever-growing number of campaigns, markets, designs, and variants. Celtra’s Creative Automation Software for Marketing helps brands move faster than ever while dramatically scaling content production. Companies like adidas, Spotify, Unilever, Lululemon, YETI, and hundreds more partner with Celtra to cut production costs while increasing efficiencies and output in the cloud.

If you have an interest in a company who’s interested in both your wellness and your wallet (medical, dental, vision, parental leave, education, fitness, commuter, 401k... you get the picture), you should apply. Celtra is remote first company with hubs located in Boston (MA), New York City, London (UK), Singapore, and Ljubljana (SI). For more information, visit Celtra at http://www.celtra.com or @CeltraMobile on Twitter.

 

 

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