Customer Success Operations Manager Job at Cornerstone

Cornerstone is hiring for the role of Customer Success Operations Manager!

Responsibilities of the Candidate:

• Strategic Projects Management: Lead and participate in strategic projects aimed at improving customer experience, such as customer segmentation initiatives, customer retention programs, and product feature enhancements.
• Process Optimization: Continuously assess and improve c processes and workflows to enhance efficiency and effectiveness within the Customer Success organization.
• Data Analysis: Partner with the Data team to collect, analyze, and report on customer data and feedback to identify trends and opportunities for improvement.
• Onboarding and Training: Collaborate with the Customer Success and Learning teams to develop onboarding and training materials for new employees, ensuring a consistent customer experience.
• Customer Health Monitoring: Monitor customer health metrics and proactively identify at-risk customers, working with the Customer Success teams to develop retention strategies.
• Reporting: Partner with the Data team to generate regular reports and dashboards to track key customer success metrics and provide insights to the leadership team.

Requirements:

• Bachelor's degree in business, marketing, or a related field (or equivalent work experience)
• Proven experience in customer success operations, customer service, or related roles
• Proficiency in CRM software (e.g., Salesforce, HubSpot), data analysis tools, and Microsoft Office Suite
• Excellent communication skills, both written and verbal
• Strong analytical and problem-solving abilities
• Detail-oriented with a focus on process improvement
• Ability to work independently and collaborate effectively in a team
• Experience in a B2B or SaaS environment
• Knowledge of customer success best practices
• Familiarity with customer success platforms and automation tools
• Project management skills