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Monday Customer Success Operations Manager Israel, Tel Aviv District, Tel Aviv-Yafo 767711494
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We are seeking an experienced and motivated individual to join our team as a Customer Success Operations Manager. In this role, you will be responsible for optimizing the post-sale customer journey to drive adoption and retention within the Customer Success department.
About The Role
We are seeking an experienced and motivated individual to join our team as a Customer Success Operations Manager. In this role, you will be responsible for optimizing the post-sale customer journey to drive adoption and retention within the Customer Success department.
- Develop and implement strategies to enhance customer adoption and retention.
- Collaborate with cross-functional teams to improve processes and efficiency within the Customer Success department.
- Analyze customer data and feedback to identify areas for improvement and drive actionable insights.
- Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not.
- Detect early signals of at-risk renewals/customers, design playbooks for CSMs to address them, and provide a path to escalation.
- Design processes to support the work of CSMs and increase their productivity and ability to provide best in class service.
- Implement and manage new tools to improve the day-to-day work of CSMs.
- Provide leadership, guidance, and mentorship to team members to help them achieve their goals and deliver exceptional service to customers.
- Manage the day-to-day operations of the Customer Success department (e.g., allocating book of business for CSMs, sending CSAT surveys, etc)
Your Experience & Skills
- Proven experience in a customer success operations role, with a focus on post-sale operations (+2 years), ideally within a SAAS or technology company - must
- Strong understanding of customer success principles and best practices.
- Familiarity with customer success tools and software, including CRM systems and customer feedback platforms.
- Excellent communication and interpersonal skills.
- Strong organizational and project management skills
- Strong reporting skills and proven experience applying data hygiene, intelligence, and governance principles.
- Bachelor's degree in Business Administration, Marketing, or related field.
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