Customer Success Operations Manager

About Us
We are the leading player in SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedules them, follows up, collects payments, files their forms, designs their treatment plans, and so much more. We are seeking an individual with passion and experience in CS Ops who can lead and contribute to our organization. If the profile below sounds like you, let's talk!
What You'll Do
A Customer Success Operations Manager is a pivotal role that focuses on optimizing the efficiency and effectiveness of the Customer Success team. This individual is responsible for aligning customer success strategies with business objectives, managing tools and technologies, streamlining processes, and providing data-driven insights to enhance customer satisfaction and retention.
Outcomes You'll Own

• Strategic Alignment and Execution
  
  • Align CS Operations with Business Goals: Ensure that the customer success strategies support all CS organizational goals. Since there is an operations leader for Support and Mid-Market/Enterprise, this role will prioritize support for the SMB team and help to level up the Mid-Market/Enterprise and Support individual contributors.
  • Identify Growth Opportunities: Use customer feedback to identify areas for improvement and create processes that enhance customer service, rather than focusing on market trend analysis.
  • Resource Allocation: Allocate resources effectively to support both growth and retention goals.
• Team Leadership and Development
  
  • Manage Direct Reports: Provide leadership, mentorship, and guidance to the three direct reports.
  • Performance Management: Set performance goals, conduct regular reviews, and provide feedback.
  • Skill Development: Identify training needs and opportunities for professional development within the team.
• Process Optimization
  
  • Streamline Workflows: Evaluate and improve existing processes to enhance efficiency and customer satisfaction.
  • Standard Operating Procedures: Develop and implement SOPs for consistent service delivery across all customer segments.
  • Cross-Functional Collaboration: Work closely with key stakeholders in SMB, mid-market/enterprise, and support to ensure cohesive operations.
• Data Analysis and Reporting
  
  • Metrics and KPIs: Define key performance indicators for customer success and support teams.
  • Data-Driven Decisions: Utilize data from Gainsight, Salesforce, and Intercom to make informed decisions.
  • Reporting: Prepare and present detailed reports on customer health, churn rates, and other critical metrics to senior management.
• Technology and Tools Management
  
  • Gainsight Strategy: While the technical Gainsight administration is handled by a dedicated Gainsight Admin, the CS Operations Manager will drive the strategic use of Gainsight. They will define how Gainsight should be leveraged to enhance customer success initiatives, improve customer health scoring, and increase retention.
  • Tool Integration: Ensure effective integration and strategic alignment of Intercom, Salesforce, and other tools to maximize efficiency.
  • System Enhancements: Identify and recommend technology enhancements to support CS goals, working closely with the Gainsight admin for implementation where necessary.
  • Vendor Management: Manage relationships with technology vendors and service providers.
• Customer Experience Enhancement
  
  • Customer Feedback Loop: Establish mechanisms to collect and act on customer feedback.
  • Personalized Engagement: Develop strategies for personalized customer interactions based on segment-specific needs.
  • Retention Strategies: Implement initiatives to improve customer retention, especially within the SMB segment.
• Execution and Accountability
  
  • Ensure Effective Execution: Oversee the team to make sure they are focused on getting the right things done at the right time, with a high level of speed and accuracy.
  • Project and Task Management: Take ownership of CS Ops projects and tasks, ensuring they are consistently completed on time and meet quality standards.
  • Stakeholder Communication: Maintain clear, ongoing communication with key stakeholders to keep them informed on progress, priorities, and any roadblocks, ensuring alignment and transparency.
• Hands-On Contributions
  
  • Project Management: Lead critical projects that require a high level of expertise and coordination.
  • Direct Problem Solving: Engage directly in troubleshooting complex issues that arise within the team.
  • Best Practices Implementation: Stay updated with industry best practices and implement them within the organization.

Distinct Responsibilities from the Current Team

• Holistic Oversight: While the current team members are focused on specific areas, the CS Operations Manager will have a holistic view of the entire customer success operation.
• Strategic Focus: The manager will focus on strategic initiatives that align with company goals, such as expanding the mid-market and enterprise segments.
• Process Integration: They will work on integrating processes across different teams to ensure consistency and efficiency.
• Data Synthesis: Unlike team members who might focus on data within their domain, the manager will synthesize data across all areas to provide actionable insights.
• Leadership and Mentorship: Will provide leadership beyond task management, focusing on developing team capabilities and career growth.

Stay on the Leading Edge of Scaled Customer Success Technology & Digital CS Strategies
Stay up to date on the latest trends in digital CS management. Present ideas and technologies that augment human potential and reduce the need for manual tasks & labor, which will in-turn free up customer facing resources to do the things only a human can.
What You'll Love About Us 

• Flexible Time Off + 11 paid holidays 
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions. 
• Company sponsored Life, Disability & AD&D 
• Mental Health support programs, Cellphone & Gym membership Discounts 
• 100% Paid Parental Leave 
• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.
• Tuition Reimbursement program 
• This is a remote opportunity, with the option to work hybrid in our Pleasant Grove, UT office, if local.