What are the responsibilities and job description for the Customer Success Operations Manager position at Pentera?
About Pentera:
Pentera is a leader in Automated Security Validation, helping businesses around the world safely emulate real-world attacks to uncover their vulnerabilities.
At Pentera, you'll be at the forefront of cybersecurity innovation, working on advanced tools that challenge organizations' defenses and push the limits of security testing.
About the Role
We are seeking a Customer Success Operations Manager to join our Revenue Operations team.
This strategic role focuses on optimizing the post-sale customer journey to drive adoption, retention, and operational excellence within the Customer Success department.
- Manage processes, performance metrics, and systems
- Lead initiatives to scale and support regional and global teams
This role will provide you the opportunity to gain hands-on experience in a fast-paced environment and contribute real impact to the success of the company.
Responsibilities
Strategic Business Partner:
- Collaborate with the AVP of Customer Success to optimize processes for an industry-leading customer experience
- Maximize revenue from the existing customer base
- Build strong partnerships across the organization
Excellence:
- Oversee the day-to-day operations of the Customer Success department
- Partner with teams across the organization to improve processes and efficiency
Strategic Insights:
- Deliver data-driven insights to Post-Sales and company leadership
- Identify improvement opportunities
- Drive actionable outcomes to support informed, strategic decision-making
Reporting & Metrics:
- Track and analyze customer lifecycle metrics
- Ensure visibility into GTM activities and their effectiveness
Operational Process Optimization:
- Design processes
- Implement and manage new tools
- Evaluate CS playbooks to support the work of CSMs and increase their productivity
Risk Mitigation:
- Detect at-risk renewals
- Develop CSM playbooks
- Establish escalation paths
Team Enablement:
- Mentor, educate, and align business units on processes, policies, and tools
Requirements:
- 3 years of experience in Customer Success Operations / Business Operations / Revenue Operations or similar role at a rapidly scaling organization (a must)
- Experience serving as a strategic business partner to management/leadership
- Expertise in Salesforce including building flows, formulas, reports, custom views and dashboards
- Strong reporting skills with experience in data hygiene, intelligence, and governance principles
- Proficient in managing multiple projects within tight deadlines
- Comprehensive understanding of revenue processes and customer success principles / best practices
- Excellent communication and interpersonal skills
- Self-motivated, detail-oriented and analytical with a can-do attitude
- CPQ experience is a plus
