Manager - Customer Success Operations

Penske•Reading, PA

About The Position

The Customer Success team is integral to the overall success of the Digital Experience as a whole. They are the driving force behind ensuring the successful use, adoption, and retention of our products and services. Working cross functionally, and with our customers, this team ensures we’re building products that our customers love. The Manager, Customer Success Operations will help to streamline and amplify this effort. The Manager, Customer Success Operations will play a key role in scaling our Customer Success team which includes Support, Services, Customer Success, and Sales Engineering. This individual will be responsible for leading long-term projects and daily requests that support the scalability of the entire Customer experience, from on boarding through adoption. The Manager, Customer Success Operations needs to be an analytical problem solver and self-starter, you will use data and qualitative information to help develop processes and drive the optimization of our daily operations and tools. This role will also develop key metrics and reports to measure the success of these processes, products use, and the overall performance of the team. We are looking for someone who is passionate about driving key objectives for the business and turn data-driven insights into actions. The Manager, Customer Success Operations should be able to balance strategic planning with tactical execution. Someone who can work side-by-side with the head of Customer Success to provide support and insights on the team’s achievements and opportunities.