The Senior Customer Success Strategy & Operations Manager will optimize post-sales processes, support growth through analytics, and improve customer satisfaction.
Available Location: Lisbon, Portugal
Role Summary
We're looking for a skilled and experienced Post-Sales Strategy & Operations Manager to join our Post-Sales Strategy & Operations team. The Post-Sales Strategy & Operations Manager will partner closely with Customer Success, Professional Services, Technical Account Management and Customer Education leadership to streamline processes, manage tools, operationalize the business strategy, guide data-driven decisions, and optimize for growth.
Role Responsibilities
Role Requirements
Role Summary
We're looking for a skilled and experienced Post-Sales Strategy & Operations Manager to join our Post-Sales Strategy & Operations team. The Post-Sales Strategy & Operations Manager will partner closely with Customer Success, Professional Services, Technical Account Management and Customer Education leadership to streamline processes, manage tools, operationalize the business strategy, guide data-driven decisions, and optimize for growth.
Role Responsibilities
- Collaborate with cross functional teams across Global Services to design and implement strategies to drive customer success, retention and revenue growth
- Perform analysis and optimize post-sales operational processes, including onboarding, delivery, and support, to ensure efficiency, scalability, and customer satisfaction
- Develop and track key performance indicators (KPIs) to measure customer health, satisfaction, and retention, and inform data-driven decisions
- Enable Customer Success leadership to make data driven decisions through reporting on renewals, business reviews, retention, and expansion metrics.
- Build data packs for quarterly business reviews and planning and publish through Tableau or Looker dashboards
- Build and maintain process documentation
- Shadow strategic initiatives and build decks that tell data driven recommendations to drive change
- Execute quarterly quota setting and compensation processes
Role Requirements
- Minimum of 5+ years of Sales/Business Operations or Technology Consulting experience.
- Demonstrative executive presence and ability to influence at all levels of the organization.
- Self-starter with ability to function independently and in a timely manner.
- Strong analytical skills and problem solving skills
- Strong verbal and written communication skills.
- Ability to manage your own workload and adjust priorities to work efficiently and meet deadlines
- Experience working in a SaaS company is a plus
- Experience supporting reporting and crediting initiatives for a sales department.
- Experience working with Salesforce, Gainsight and Boostup is a plus
Top Skills
Boostup
Gainsight
Looker
Salesforce
Tableau
Cloudflare Boston, Massachusetts, USA Office
Boston, MA, United States
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