Customer Success Operations Manager

3 weken geleden

Eindhoven, Nederland GoodHabitz Voltijd

Catch that GoodHabitz Sparkle

Welcome to GoodHabitz, one of the fastest-growing international Ed-Tech companies in Europe. Our mission? To make learning as accessible, engaging, and fun as binge-watching your favorite series, scrolling through your news feed, or watching your team score a winning goal. How do we do it? We craft unique training experiences now available in 20 countries worldwide, all produced in-house at the GoodHabitz Studios. But we're not all work and no play. We invest in fun outings and events, ensuring our team has the time of their lives.

Behind the scenes, we're a team of goal-driven individuals who thrive on mutual inspiration and support. We're positive, creative masterminds always looking on the bright side, eager to tackle every challenge that comes our way.

What You'll Do

The Customer Success Operations Manager is a key role within the Revenue team. They are responsible for ensuring the efficiency and effectiveness of customer success operations, data analysis, and supporting the customer success team in their efforts to maintain and grow customer relationships.

The Customer Success Operations Manager is responsible for optimizing the customer success processes, data management, and providing analytical insights to enhance the performance and effectiveness of the customer success team. This role focuses on strategic planning, execution, and continual improvement of CS initiatives to enhance long-term customer value and satisfaction. Working closely with the customer success team, as well as other departments such as sales, finance and product development.

Customer Success Process and Tools Management:

  • Develop, document, and continually improve customer success processes to enhance efficiency and customer satisfaction.
  • Ensure the customer success team follows standardized processes for onboarding, retention, and growth of customer accounts.
  • Implement, train, manage and support customer success automation tools and CRM systems to streamline processes.

Data Analysis and Reporting:

  • Analyze customer data to identify trends, opportunities, and areas for improvement.
  • Generate and distribute regular customer success reports, including customer health, retention, and upsell analysis.
  • Provide insights and recommendations to the customer success team and senior management based on data analysis.

Customer Health and Retention:

  • Collaborate with the customer success team to develop customer health and retention strategies.
  • Monitor and adjust strategies as needed, taking customer feedback and historical data into account.

Strategic Development and Execution:

  • Co-develop and implement strategic initiatives to enhance Customer Success efficacy, focusing on improving customer satisfaction & efficiency and aligning with organizational goals.
  • Review and optimize customer lifecycle processes for increased engagement, retention, and growth, ensuring consistent implementation by the customer success team.
  • Oversee the lifecycle of customer success programs, from planning to execution, to ensure they are effective, scalable, and meet key-performance metrics.

Customer Training and Enablement: 

  • Develop and deliver training programs for the customer success team to ensure they are well-equipped to manage and grow customer relationships.
  • Create and maintain a repository of customer success collateral, materials, and resources.

Cross-Functional Collaboration:

  • Work closely with other departments, such as sales, marketing, finance and product development, to ensure alignment and effective communication.
  • Collaborate with IT to ensure the integration and functionality of customer success systems

Requirements

  • A minimum of 3+ years of proven experience in Customer Success Operations (not just Customer Success)
  • B2B industry exposure, ideally SaaS and/or E-Learning.
  • Strong analytical and problem-solving skills.
  • Proficiency with CRM software (ideally Salesforce), and customer success automation tools.
  • Excellent communication and interpersonal skills.
  • Ability to work collaboratively and manage cross-functional projects.
  • Strong organizational and project management skills.
  • Knowledge of customer success methodologies and best practices.
  • Currently live and have unrestricted rights to work in Europe (this job can be done remotely).

Benefits

Join us and enjoy the following perks

Joining us means becoming part of a vibrant and dynamic team that’s revolutionizing the world of learning. A flexible and supportive work culture that values work-live balance. A magical office space with all the tools and resources you need. Jaw dropping team building and company events. And yes, there’s free coffee and snacks too.

Here’s what we bring to the table:

  • A competitive salary package that rewards your hard work
  • Growth and development opportunities to enhance your skills. We provide unlimited access to our GoodHabitz library and MyAcademy.
  • Mental coaching support through our partner, Open Up.
  • One paid Do Good Day per year to contribute to a cause you're passionate about.
  • Pension to support your long-term financial well-being.
  • An inspiring, international, and enterprising work environment.
  • Hybrid or Remote way of working.
  • A company-issued MacBook and iPhone.

Tomorrow calls for a new adventure

Ready to join our incredible team? We thought you might be We can’t wait to get to know you – quirks and all

Applying is easy

✔ Share your enthusiasm, resume and portfolio.

✔ Expect a response within 5 working days.

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