Manager, Customer Success Strategic Operations

The Manager of Customer Success Strategy & Operations is a key role in supporting our CS Operations team and business leaders in the development, implementation, and management of business operations, strategies and objectives.  We are looking for a proactive and collaborative member who thrives in the details as well as the high level perspective of a business.  Someone who can roll up their sleeves and also provide meaningful and actionable business advice.

Key activities will include:

• Provide leadership, guidance, and support to members of our CS Strategy & Operations team with a focus on collaboration and team unity and development.  Manage team with a focus on empowerment of our team members and coaching/development

• Provide advisory and support in the areas of CS finance operations, business operations and analysis, and strategic planning 

• Provide management support and develop controls to key business processes in the areas of finance & business operations 

• Lead/support annual and ad-hoc business and finance planning and forecasting cycle, helping to develop alignment across our leaders and organization through collaboration and open communication 

• Support CS leaders in the development, program management, and analysis/insight generation of strategies and business operations to optimize our CS business objectives

• Manage and maintain our continuity of operations plan for CS business operations 

• Develop/support development of executive dashboards, data-driven insights and visualizations for presentations at all levels in the organization

• Develop and evolve KPIs and management/reporting tools 

Experience

• 5+ years in program management, strategy and operations, financial planning & analysis with specific focus on strategy, operations, and go-to-market for consulting/services, and/or Customer Success 

• Experience in implementing and optimizing key systems, processes, and data structures across an organization and/or company wide