Senior Manager of Customer Success Operations

We are looking for a collaborative, data-driven and creative problem-solver who loves diving into the details. The ideal candidate will possess deep expertise in business processes across the customer lifecycle, strong leadership skills with the ability to influence decision-making, and a track record of playing a pivotal role in successful transformations.

In this role, you will strategically build systems, processes and tools to create best-in-class customer experiences in partnership with CS Leadership. Your expertise will be pivotal in influencing Postscript’s growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale.

This role is 100% remote

Primary duties

• Develop and execute large, complex projects to enhance the end-to-end customer success journey, ensuring a seamless and positive experience for our customers
• Collaborate and execute cross-functionally with Sales, Product, Marketing, Finance, Support and other departments and teams to align customer success objectives with our overall company goals
• Implement scalable processes and maintain customer success systems/software to enhance operational efficiency, leveraging industry best practices and innovative technologies, ensuring consistent execution and continuous improvement
• Track, analyze, and report on relevant Key Performance Indicators (KPIs) and metrics, including renewals and upsell forecasts, to measure the success and impact of customer success initiatives; provide regular updates to stakeholders, highlighting achievements and areas for improvement
• Deliver Customer Success programs to impact key metrics, including: Net Dollar Retention (NDR), Gross Dollar Retention (GDR), Customer Lifetime Value (CLV), Renewal and Expansion Rate
• Leveraging qualitative and quantitative insights, analyze and monitor performance against goals to provide transparency to stakeholders and influence both product roadmaps and go-to-market plans
• Consistently and proactively communicate, enable, and govern existing and new processes impacting CS organization, customers, and cross-functional partners (sales, product, marketing)
• Stay on top of Customer Success Operations’ industry trends, emerging technologies, and best practices, and apply this knowledge to enhance our Customer Success function at Postscript.

What We’ll Love About You

• 5+ years of experience in customer success operations in the SaaS or E-commerce industry, with 1+ year of management consulting experience preferred
• High emotional intelligence
• Experience optimizing post-sale processes via process engineering, software and tools, such as Salesforce, Vitally (customer onboarding, success, support and account management)
• Exceptional communication, project management, collaboration, and influencing skills with the ability to prepare thoroughly for critical questions
• Proactively analyze, recommend improvements and communicate efficiency and effectiveness of CS operations to CS leadership
• Strong quantitative and qualitative analytical skills
• Experience managing complex projects with multiple stakeholders
• Detailed oriented and organized - particularly in the context of building complicated business systems and analyzing downstream impact and scalability
• Openness and responsiveness to feedback

What You’ll Love About Us

• Salary range of USD $135,000-$160,000 base plus significant equity (we do not have geo based salaries)
• High growth startup - plenty of room for you to directly impact the company and grow your career!
• Work from home (or wherever)
• Fun - We’re passionate and enjoy what we do
• Competitive compensation and opportunity for equity
• Flexible paid time off
• Health, dental, vision insurance

What to expect from our hiring process :

• Intro Call: You’ll hop on a quick call with the Recruiter so we can get to know you better — and you can learn a little more about the role and Postscript.
• Hiring Manager Intro: You’ll hop on a quick call with the Hiring Manager so your future Manager can get to know you better — This is a great time to learn more about the team position.
• Virtual Onsite Interviews: You’ll be meeting with 2-4 team members on a series of video calls. This is your chance to ask questions and see who this role interacts with on a daily basis.
• Homework Assignment: We will send over an exercise that challenges you to solve a problem come up with a creative solution, or outline how you've solved a problem in the past. Get a feel for what you’ll be doing on a daily basis!
• Final FEACH Interview: This is our interview to assess your ability to represent how you work via our FEACH values. As we build the #1 team in Ecommerce, we look for individuals who embody FEACH professionally and personally. We want to hear about this in your final interview!
• Reference Checks: We ask to speak with at least two references who have previously worked with you, at least one should be someone who has previously managed your work.
• Offer: We send over an offer and you (hopefully) accept! Welcome to Postscript!

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