Customer Success Operations Manager

Fenix24 is the industry-leading cyber disaster recovery and restoration service. Operating as The World’s First Civilian Cybersecurity Force, the Chattanooga, Tennessee-based company delivers cyber recovery and resilience services through its three “battalions: Athena7 for IT security assessments, strategy and planning; Grypho5 for ongoing, security-based management; and Argos99 for expert insights into data, assets and infrastructure. Under its Securitas Summa program, Fenix24 ensures organizations are prepared to effectively resist and rapidly recover from a cyberattack, offering a combination of managed data and infrastructure protection, real-time threat intelligence, and ongoing hardening and breach resistance.

Conversant Group is the parent company of Fenix24 — The World’s First Civilian Cybersecurity Force. Founded in 2009 by John Anthony Smith, the Chattanooga, Tennessee-based company provides cyber disaster recovery and restoration services through its Securitas Summa program, ensuring an organization's defenses are prepared to effectively resist and rapidly recover from a cyberattack.

About This Position

The Customer Success Operations Manager is responsible for optimizing and scaling our Customer Success processes, tools and metrics to ensure our Managed Protection clients receive exceptional value.  You will work cross-functionally with CS, Sales, Implementation and Professional Services teams to streamline workflows, enhance reporting and improve customer retention.

Key Responsibilities

• Design, implement and manage customer success workflows to drive efficiency and consistency in service delivery.
• Collaborate cross functionally to develop playbooks and standard operating procedures (SOPs) for onboarding, renewals, escalations and risk mitigation.
• Develop and maintain customer health scores and retention dashboards using tools like SurveyMonkey and Salesforce.
• Provide data driven insights to Customer Success Managers (CSMs) to proactively address churn risks and identify expansion opportunities.
• Create, track and report on all Managed Protection services to ensure clients are receiving maximum value.
• Own and optimize CS technology stack to enhance customer interactions and reporting.
• Work with Business Intelligence teams to integrate data sources and improve automation of key processes.
• Partner with our battalions to ensure a seamless customer experience from onboarding to renewal.
• Develop and deliver training and best practices for CSMs on tools, workflows and customer engagement strategies.
• Support leadership with quarterly business reviews
• Additional responsibilities as assigned.

Qualifications, Requirements & Preferred Skills

• 3-5+ years of experience in Customer Success Operations, Sales Operations or related roles with a Managed Services or SaaS environment.
• Strong understanding of Customer Success frameworks, retention strategies and service delivery models in a Managed Services context.
• Data driven mindset with experience in Salesforce, PowerBI, SQL, Excel and other analytics tools.
• Strong project management skills and ability to drive cross-functional initiatives.
• Excellent analytical, organization, and problem-solving skills.
• Demonstrated strong written and oral communication skills, including strong relationship building skills and leadership capabilities.
• Ability to form relationships across all levels of the company while modeling Conversant’s Culture and Values.
• Ability to apply general rules to specific problems to produce conclusions and responses.
• Strong analytical and problem-solving skills with high attention to detail.
• Ability to apply general rules to specific problems to produce conclusions and responses.
• Ability to communicate effectively, both verbal and written.

Core Values & Competencies

• Ability to analyze data and trends to make informed recommendations.
• Experience optimizing workflows and increasing efficiencies.
• Ability to use data and analytics to drive CS strategy.
• Strong organizational skills to manage multiple initiatives simultaneously.
• Strong ability to present insights, train teams and drive initiatives.
• Ability to work across teams to align priorities and improve service delivery.

Why work for us?
We offer a dynamic, innovative work environment with rewarding work - help save our clients from disaster!

We truly value our employees and provide an extraordinary package to prove it, including:

• Internal and external learning & development opportunities, including career advancement
• Competitive compensation & benefits including:
• Private health insurance
• Mental health and wellness programs
• Company-matched pension scheme
• Life insurance and income protection insurance
• Monthly fitness/gym membership allowance

Join the world's first Civilian Cybersecurity Force and take your career to the next level!