Manager, Customer Success Operations

The Manager, Customer Success Operations is a critical role within our Revenue Operations team, developing key enabling tools, streamlining processes, and acting as a true partner to our Customer Success organization, including Account Managers, Customer Success Managers and Support teams. You'll support our tools and processes with the overall goal of improving productivity and efficiency across the CS team, and you'll have a direct hand in driving our core KPIs around adoption, retention, and growth given how closely you'll partner with Customer Success leadership.

The Customer Success - Revenue Operations team at AlphaSense drives productivity and improves efficiency for our account managers, CSMs, implementation specialists, support specialists, and leadership. We create and implement operational reporting and analytics, improve processes, and enable strategic initiatives that impact the revenue organization.

At our core, we are a dynamic team of highly driven self-starters who are passionate about operations and thrive in a fast paced, challenging environment.

Domain Expertise: Apply deep working knowledge of customer success and account management to guide how Customer Success Operations supports the broader CS org. Exposure to pre-sales and application specialist functions is a plus.

Program & Process Operationalization: Support the operating model, cadence, and governance for our roadmap of strategic customer projects, and optimize existing Customer Success processes to ensure scalability as we grow.

CS Metrics Ownership: Own the definitions, methodology, and standards behind our core Customer Success metrics, including NRR, GRR, renewal rate, and usage and engagement KPIs, ensuring consistency across reporting and business reviews.

Technology & Workflow: Support our Customer Success tool strategy across systems like Salesforce, Gainsight, Clari, Gong, and Tableau, executing on priorities identified by CS leadership.

Firefighting & Escalation: Act as an escalation point for operational issues, whether a broken workflow, data discrepancy, or urgent tooling issue, and drive fast, durable resolution.

Relationship Building: Develop strong relationships with the Customer Success team to understand and implement best practices, focusing on where they lack visibility or see gaps in process.

Scale & Repeatability: Build the playbooks, templates, and standards needed to expand customer programs from a handful of accounts to full coverage across strategic segments.

Data Partnership: Partner with the Senior Manager, Customer Success Operations on the KPI trackers, dashboards, and impact reporting that make each program measurable.

Reporting: Create and optimize reporting and dashboards, including attainment, trends, and on demand dashboards. Support data governance practices, consistent source of truth, clean hierarchy data, accurate field population, that keep our reporting trustworthy as the business scales.

5 to 8 years of experience working within a Revenue organization, playing a key role in driving productivity for the Customer Success team.

Operations professional with a passion for driving productivity, improving processes, and using new technology to drive revenue at a high growth B2B SaaS company.

Strong understanding of core SaaS and Customer Success metrics, including NRR, GRR, renewal rate, and usage-based KPIs, with experience owning metric definitions and standards, not just reporting on them.

Experience optimizing and rolling out new technology, workflows, and processes within a revenue organization.

An ability to think strategically, act tactically, and write effectively.

A creative problem solver who identifies new and innovative ways to drive productivity.

Enjoys working cross-functionally and building strong relationships with stakeholders across the business.

Demonstrates exceptional organizational skills and attention to detail.

Experience with the B2B sales process and the tools it takes to succeed.

Bonus: experience with SQL, or a data warehouse tool such as Snowflake or BigQuery, and familiarity with a BI platform such as Tableau.