Manager, Customer Success Operations
Description Manager, Customer Success OperationsLocation:
Remote, USAEmployment Type:
Full-TimeCompensation:
$82,000.
00 - $106,000.
00 (Range applies to US candidates only)
Benefits/Variable Comp/Equity - Range may vary based on experience.
Benefits Offered:
Vision, Medical, Life, Dental, 401KABOUT THE JOBOneStream is looking for a Manager to oversee our Customer Success Operations team and support the Customer Success (CS) organization by managing the operational processes and tools used to deliver best-in-class customer experiences.
This includes both managing existing processes and tools as well as introducing new ones so that the organization can globally scale as our business & customer base grows.
The ideal candidate enjoys investigating day to day issues that CS organizations face as they support the customer lifecycle.
This role will seek to understand Customer Success' pain points and resolve issues to increase their productivity to support business initiatives, and drive process adoption and maximize efficiency.
PRIMARY DUTIES AND RESPONSIBILITIESPrimary areas of responsibilities include but are not limited to:
Subject Matter Expertise:
Will serve as the subject matter expert of our Gainsight implementation to support Global Customer Success, as well as for renewals processes and workflows.
Understand the Customer Base and the processes unique to customers vs.
prospects.
Ensure tools and systems available to CS are utilized and adopted, correctly integrated, and aligned to support CS metrics and KPI's.
Reporting and Analysis:
Responsible for reporting past results, renewals forecast, trend analysis to Customer Success management and executives Create meaningful insights that can help the CS team, as well as across departments.
Support the creation and reporting of various KPIs across the CS organization.
Risk Management:
Detect early signals of at-risk renewals, design playbooks for Customer Success Managers (CSMs) to address them and provide a path to escalation.
Catch early-warning signs for the system or process challenges, customer churn and create tangible steps to mitigate those risks.
Cross-Functional Coordination:
Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers' needs.
Work closely with Sales, Customer Success, and Enablement teams to support the daily operations as well as driving forward our organizational rules of engagement with sales teams and adherence to business controls.
Account Allocation and Capacity Planning:
Ensure all customers are assigned a CSM, monitor and analyze workload/account-load as needed to anticipate and forecast hiring needs.
Systems:
Implement and manage software/applications that facilitate CS & CS Ops activities.
Guidance:
Assist CS team with onboarding, renewal activities and strategies, Salesforce usage and navigation, internal processes, process improvement & automation.
This includes curating content and playbooks to ensure consistent and effective delivery of positive business outcomes.
Internal Advocacy:
Continuously collaborate with CS, from CSM to management team, to ensure a thorough understanding of the CS role, day-to-day activities, and potential pain points.
Find areas that need improvements, identify redundant processes, and streamline the CS function.
Includes managing and improving upon the data integration between Gainsight and other business systemsAdvisory and Strategy:
Manage the implementation of the Customer Success operations roadmap as we evolve our customer health, user adoption, C360 and voice of the customer capabilitiesTeam Management:
Oversee a team of Customer Success Operations Specialists, including Renewals Specialists and Gainsight Administrators.
Coach and mentor the team for personal and professional growth, and ensure that the team's goals and objectives are achieved.
QUALITIES OF A SUCCESSFUL CANDIDATEREQUIRED EDUCATION AND EXPERIENCEBachelor's Degree or higher3-5 years relevant experience in Customer Success Operations1
years managing/leading a teamExperience working in a SaaS or high-tech company is a plusPERSONAL ATTRIBUTESStrong knowledge of Microsoft Excel, Word and PowerPointProven experience with administering both CRM and Customer Success Platforms (Salesforce, Gainsight in particular)Detail oriented with strong organizational and communication skills (written and oral)Excellent problem-solving skillsAbility to work in a fast-paced, collaborative environmentLegally authorized to work for any company in the United States without sponsorshipWHO WE AREOneStream is an independent software company backed by private equity investors.
OneStream provides an intelligent finance platform built to enable confident decision-making and maximize business impact.
OneStream unleashes organizational value by unifying data management, financial close and consolidation, planning, reporting, analytics, and machine learning.
We empower Finance and Operations teams with AI-enabled insights to make faster and more intelligent decisions every single day.
All in a single, modern CPM platform designed to continually evolve and scale with your organization.
To learn more visit www.
onestream.
com.
WHY JOIN THE ONESTREAM TEAMTransparency around corporate structure, salary, and benefitsCore value of customer successVariety of project work (not industry specific)Strong culture and camaraderieMultiple training opportunitiesBENEFITS AT ONESTREAM OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement.
They consistently deliver the best and in turn, we make every effort to keep them cared for and happy.
A sample of the benefits we provide are:
Excellent Medical PlanDental & Vision InsuranceLife InsuranceShort- & Long-Term DisabilityVacation TimePaid HolidaysProfessional DevelopmentRetirement PlanOneStream is an Equal Opportunity EmployerEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c) Recommended Skills Attention To Detail Automation Business Process Improvement Business Systems Coaching And Mentoring Communication Estimated Salary: $20 to $28 per hour based on qualifications.
Remote, USAEmployment Type:
Full-TimeCompensation:
$82,000.
00 - $106,000.
00 (Range applies to US candidates only)
Benefits/Variable Comp/Equity - Range may vary based on experience.
Benefits Offered:
Vision, Medical, Life, Dental, 401KABOUT THE JOBOneStream is looking for a Manager to oversee our Customer Success Operations team and support the Customer Success (CS) organization by managing the operational processes and tools used to deliver best-in-class customer experiences.
This includes both managing existing processes and tools as well as introducing new ones so that the organization can globally scale as our business & customer base grows.
The ideal candidate enjoys investigating day to day issues that CS organizations face as they support the customer lifecycle.
This role will seek to understand Customer Success' pain points and resolve issues to increase their productivity to support business initiatives, and drive process adoption and maximize efficiency.
PRIMARY DUTIES AND RESPONSIBILITIESPrimary areas of responsibilities include but are not limited to:
Subject Matter Expertise:
Will serve as the subject matter expert of our Gainsight implementation to support Global Customer Success, as well as for renewals processes and workflows.
Understand the Customer Base and the processes unique to customers vs.
prospects.
Ensure tools and systems available to CS are utilized and adopted, correctly integrated, and aligned to support CS metrics and KPI's.
Reporting and Analysis:
Responsible for reporting past results, renewals forecast, trend analysis to Customer Success management and executives Create meaningful insights that can help the CS team, as well as across departments.
Support the creation and reporting of various KPIs across the CS organization.
Risk Management:
Detect early signals of at-risk renewals, design playbooks for Customer Success Managers (CSMs) to address them and provide a path to escalation.
Catch early-warning signs for the system or process challenges, customer churn and create tangible steps to mitigate those risks.
Cross-Functional Coordination:
Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers' needs.
Work closely with Sales, Customer Success, and Enablement teams to support the daily operations as well as driving forward our organizational rules of engagement with sales teams and adherence to business controls.
Account Allocation and Capacity Planning:
Ensure all customers are assigned a CSM, monitor and analyze workload/account-load as needed to anticipate and forecast hiring needs.
Systems:
Implement and manage software/applications that facilitate CS & CS Ops activities.
Guidance:
Assist CS team with onboarding, renewal activities and strategies, Salesforce usage and navigation, internal processes, process improvement & automation.
This includes curating content and playbooks to ensure consistent and effective delivery of positive business outcomes.
Internal Advocacy:
Continuously collaborate with CS, from CSM to management team, to ensure a thorough understanding of the CS role, day-to-day activities, and potential pain points.
Find areas that need improvements, identify redundant processes, and streamline the CS function.
Includes managing and improving upon the data integration between Gainsight and other business systemsAdvisory and Strategy:
Manage the implementation of the Customer Success operations roadmap as we evolve our customer health, user adoption, C360 and voice of the customer capabilitiesTeam Management:
Oversee a team of Customer Success Operations Specialists, including Renewals Specialists and Gainsight Administrators.
Coach and mentor the team for personal and professional growth, and ensure that the team's goals and objectives are achieved.
QUALITIES OF A SUCCESSFUL CANDIDATEREQUIRED EDUCATION AND EXPERIENCEBachelor's Degree or higher3-5 years relevant experience in Customer Success Operations1
years managing/leading a teamExperience working in a SaaS or high-tech company is a plusPERSONAL ATTRIBUTESStrong knowledge of Microsoft Excel, Word and PowerPointProven experience with administering both CRM and Customer Success Platforms (Salesforce, Gainsight in particular)Detail oriented with strong organizational and communication skills (written and oral)Excellent problem-solving skillsAbility to work in a fast-paced, collaborative environmentLegally authorized to work for any company in the United States without sponsorshipWHO WE AREOneStream is an independent software company backed by private equity investors.
OneStream provides an intelligent finance platform built to enable confident decision-making and maximize business impact.
OneStream unleashes organizational value by unifying data management, financial close and consolidation, planning, reporting, analytics, and machine learning.
We empower Finance and Operations teams with AI-enabled insights to make faster and more intelligent decisions every single day.
All in a single, modern CPM platform designed to continually evolve and scale with your organization.
To learn more visit www.
onestream.
com.
WHY JOIN THE ONESTREAM TEAMTransparency around corporate structure, salary, and benefitsCore value of customer successVariety of project work (not industry specific)Strong culture and camaraderieMultiple training opportunitiesBENEFITS AT ONESTREAM OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement.
They consistently deliver the best and in turn, we make every effort to keep them cared for and happy.
A sample of the benefits we provide are:
Excellent Medical PlanDental & Vision InsuranceLife InsuranceShort- & Long-Term DisabilityVacation TimePaid HolidaysProfessional DevelopmentRetirement PlanOneStream is an Equal Opportunity EmployerEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c) Recommended Skills Attention To Detail Automation Business Process Improvement Business Systems Coaching And Mentoring Communication Estimated Salary: $20 to $28 per hour based on qualifications.
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