[Hiring] Customer Success Operations Manager @Sheerid
Apr 02, 2025 - Sheerid is hiring a remote Customer Success Operations Manager. 💸 Salary: unspecified. 📍Location: USA.
Role Description
As the Customer Success Operations Manager, you will be responsible for strategically aligning all SheerID customer-facing teams – Success, Product Support, Professional Services, and Customer Marketing – to deliver an exceptional and cohesive customer experience. This role will drive operational excellence by establishing and refining processes, metrics, and tools, ensuring alignment with best practices and cross-functional collaboration across the Revenue Team.
Your expertise in CX process optimization will enable SheerID to scale effectively, enhancing our ability for growth, accurate forecasting, and retention. You will be a key contributor in developing and implementing strategic initiatives that leverage data to inform next-best actions, creating seamless handoffs and a unified experience across the entire customer journey.
This role will partner with many teams including but not limited to - Marketing, Sales, Deal Desk, Enablement, Product, Verification Support, and Finance. They will play a critical role within the Revenue Operations team reporting to the Director, Revenue Operations.
Role Specific Job Duties:
- Identify opportunities and lead the charge to streamline customer experience operations, automate tasks, and enhance efficiency for scale.
- Create and maintain internal departmental policies and playbooks, and team with enablement to drive adoption and adherence.
- Collaborate with sales and marketing teams to ensure smooth customer handoffs, insights on customer behavior, and optimize acquisition strategies.
- Define and track key KPIs and the mechanisms that influence them with revenue leadership.
- Work user submitted tickets related to CX tools and processes.
- Maintain accurate data throughout CRM (Salesforce), ContractWorks and other systems to ensure consistency and accuracy for all stages of the customer journey.
- Be the subject matter expert on CX tech stack and through collaboration with systems admin, leadership, and enablement, ensure they are fully optimized to effectively manage the Customer Journey.
- Identify gaps in automation and/or tools and identify tools that may fill the gap by performing due diligence with needs, budget, timeline, and ROI in mind.
- In collaboration with CS Leadership & Deal Desk - own the evolution to scale SheerID’s renewal and upsell motions, seeking to align processes, systems and data for a frictionless experience for both internal users & customers.
- Facilitate CS forecasting process with methodology, system design, and sales alignment for a single pane of glass view of SheerID revenue forecasting.
- Serve as a versatile team member, capable of stepping into key contract and deal desk functions as needed - including contract repository management, playbook-guided contract redline reviews, Pricing approvals, DocuSign routing for signature and/or order form creation.
Qualifications
- Comprehensive understanding of CS methodologies and best practices.
- 3-5 years in a revenue operations, renewals specialist, or customer success role with a strong operational aptitude.
- Excellent communication skills, both written and verbal, and the ability to build relationships and influence others at all levels of the organization and cross-functionally.
- Critical thinking skills and the ability to research and understand contract repository and pricing implications.
- Curiosity for and overall understanding on contract management and contract lifecycle management.
- Exceptional attention to detail and talent for accuracy and precision.
- Strong coordination and project management skills.
- Demonstrates good judgment in problem-solving and issue escalation.
- Customer-centric mindset with a focus on driving customer experience.
- Highly proficient in Microsoft Word, Excel, and G-Suite and Salesforce.
Preferred Experience
- Understanding of SaaS business models, specifically data processors.
- Intermediate experience with CX tools such as Salesforce, ZenDesk, Gong, Pendo and Matik.
- Proficient Looker User.
- Familiarity with or experience applying AI in a way that improves data availability, improves user experience, and/or increases efficiencies in day to day activities.
Performance Indicators
- CX organization meeting or exceeding NRR & GRR expectations.
- Reduction in average time for key processes.
- Increase in tool feature utilization that improves efficiency & overall active usage of designated tools.
- Number of tickets resolved in a timely manner.
- Number of actionable insights provided to CS leadership that have resulted in process improvement.
- Feedback from CS team members on the effectiveness of operational support.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 02, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
