AlphaSense
Manager, Customer Success Operations
USRemotePosted Today$140,000 – $154,000
Full TimeSeniorRemoteUS
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Job Description
About AlphaSense: The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers in
Key Highlights
- 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.
Qualifications
Required Qualifications
- 5 to 8 years of experience working within a Revenue organization, playing a key role in driving productivity for the Customer Success team.
- Prior people management experience required.
- 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.
- A strong project manager who enjoys making things better.
- 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.
Skills & Technologies
SQL
About the Company
AlphaSense
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Job Details
Employment Type
Full Time
Experience Level
Senior
Salary Range
$140,000 – $154,000
Location
US
Work Mode
Remote
Posted
Today
Country
US