Description

Manager, Customer Success Operations Location:  Remote, USA Employment Type:  Full-Time Compensation:  $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, 401K ABOUT THE JOB OneStream 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 RESPONSIBILITIES Primary 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 systems Advisory 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 capabilities Team 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. QU