What are the responsibilities and job description for the CUSTOMER SUCCESS OPERATIONS MANAGER position at BigID?
Who we seek :
We're looking for a strategic and hands-on Customer Success Ops Manager to join our Global Business Operations team. This role is pivotal in driving operational excellence, improving processes, and enabling our Customer Success organization to achieve its goals. You will be responsible for managing customer churn and upsell forecasting, reporting on key performance indicators, administering CSM team tools, and owning processes that ultimately boost customer net dollar retention (NDR). Well qualified candidates will have prior experience in customer success operations and managing CSM softwares. Prior experience with enterprise software customer success organizations is a must.
You're a self-starter with a passion for problem-solving and data-driven decision-making. You're comfortable navigating between high-level strategy and tactical execution, collaborating with stakeholders across customer success, product, sales, finance, and more. You can effectively communicate both verbally and in writing to a variety of audiences.
What you'll do :
- Serve as cross-functional liaison between finance, sales, and customer success to strategize and align on goals and metrics
- Establish reporting and regularly monitor key metrics such as net dollar retention (NDR), downsell & churn ARR, upsell ARR, renewal rates, customer health, and more
- Lead churn and upsell forecasting along with leadership
- Work with Customer Success Directors to improve processes around renewal management, upsell sales process, risk tracking, account escalation, and more
- Implement new processes, programs, and / or tools that can boost team productivity
- Administer and drive adoption for Customer Success Management software
- Lead calls that establish a regular cadence for the team to be reviewing and actioning key items
What you'll bring :
Our Values :
We look for people who embody our values - Care, Do, Try & Shine.
The annual base salary range is $100,000 - $115,000. Actual salaries will vary and are based on a candidate's qualifications, skills, and competencies. Salary is just one component of our Compensation Philosophy. Variable / Bonus Compensation & Equity Incentives align with individual and company performance.
BigBenefits :
Work from home with a global remote-first community
Global Culture Corner
Flexible PTO and Quarterly Volunteer Days
Equity Participation
100% employer-covered medical, dental, and vision options available to you
Additional insurance benefits like pet insurance and legal assistance
Learning & Development Opportunities
Fidelity Employer Sponsored 401K
Robust DEI Program with several vibrant ERG communities
Paid Parental Leave
LI-Remote
LI-KL1
Salary : $100,000 - $115,000
