AlphaSense
Senior Manager, Customer Success Operations
USRemotePosted Today$177,000 – $195,000
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: Bring broad, cross-functional fluency across customer success, account management, and adjacent go-to-market functions to set direction for how Customer Success Operations partners with the rest of the business. Exposure to pre-sales and application specialist functions is a plus.
- Program & Process Operationalization: Define and continuously improve 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.
- Metrics Strategy: Set the strategic framework for how core Customer Success metrics, including NRR, GRR, and usage KPIs, connect to business outcomes, and use that framework to inform program investment, prioritization, and executive reporting.
- Systems & Tool Strategy: Identify opportunities across our Customer Success tool strategy, spanning systems like Salesforce, Gainsight, Clari, Gong, and Tableau, and partner with senior leadership on investment priorities.
- Firefighting & Escalation: Act as a senior escalation point for operational issues, whether a broken workflow, data discrepancy, or urgent tooling issue, and drive fast, durable resolution.
Qualifications
Required Qualifications
- 8+ years of experience within a Revenue organization, playing a key role in driving productivity for the Customer Success team.
- Prior people management experience required.
- Experience owning or administering CS systems such as Salesforce, Gainsight, Clari, Gong, or Tableau, and evaluating new tools as needs evolve.
- A strong project manager who enjoys making things better and can move ambiguous programs to scalable execution.
- Proven ability to translate core SaaS and Customer Success metrics, including NRR, GRR, and usage-based KPIs, into strategic narratives for senior and executive stakeholders.
- Excellent communication skills, and the ability to work in a dynamic, fast paced environment.
- Enjoys working cross-functionally and building strong relationships with stakeholders across the business, including Product, Sales, Support, Finance, and BI.
- Demonstrates exceptional organizational skills and attention to detail.
- 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
GoSQL
About the Company
AlphaSense
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Job Details
Employment Type
Full Time
Experience Level
Senior
Salary Range
$177,000 – $195,000
Location
US
Work Mode
Remote
Posted
Today
Country
US