Customer Success Operations Manager

Working at ThoropassThoropass makes it as easy to do the right thing as it is to check a box. Our team members believe that partnership lightens the load. Not everyone can be an expert at everything - lending each other support in areas of weakness strengthens everyone's offering. We collaborate openly and enthusiastically; without ego. What We DoAt Thoropass, we're compliance experts so you don't have to be. Pairing easy software that's always getting smarter with expert guidance and continuous monitoring, we integrate into your process to prepare you to pass any audit, every year, with flying colors. Hundreds of growing companies use Thoropass's compliance automation platform, expert services, auditors and partner ecosystem to get and stay compliant over the lifetime of their business. We offer SOC 2, ISO 27001, GDPR, HIPAA, PCI DSS, and other infosec and privacy frameworks.We are a rapidly expanding team based in New York. We were founded in May 2019 and raised our Series C funding in November 2022. Our top investors include: J.P. Morgan, PayPal Ventures, Fin Capital, Centana, and Bain Capital. We're growing customers and revenue dramatically and we're poised for continued break-out growth in 2024 and beyond.About the RoleWe are hiring for a customer operations manager. You will be responsible for supporting process optimization, reporting and analysis of data aimed at generating insights for our Customer Success team and relevant company leadership. This role will be reporting directly to our Director of Revenue Operations and will work directly with our Customer Success team, as well as cross-functionally with many other departments within our company. Strong preference for NY based candidates open to a hybrid work model, requiring at least two (2) days per week in our NYC office, with the remaining workdays eligible for remote work from home.What You'll DoPerformance Analysis:Analyze Customer Success (Cx) data, trends, and KPIs to provide insights and recommendations for improving sales performance.Develop and maintain Cx dashboards and reports to track key metrics and sales targets.Process Optimization:Streamline and improve Cx processes to enhance efficiency and reduce friction in the sales cycle.Collaborate with Cx teams to identify bottlenecks and implement solutions for smoother operations.Forecasting:Assist in creating accurate sales forecasts, revenue projections, and demand planning.Monitor and report on actual performance against forecasts and provide explanations for variances.Data Management & Tool Administration:Maintain and clean CRM (Customer Relationship Management) data to ensure accuracy and completeness.Setup, maintain and optimize Cx specific tools including Salesforce, Totango among others.Provide training and support to sales teams on CRM best practices.Enablement:Work with marketing and product teams to develop collateral, tools, and training resources that empower the Cx team.Support the onboarding and training of new Customer Success Managers (CSMs).Reporting:Generate regular and ad-hoc Cx reports for various stakeholders, including senior management and sales teams.Analyze data to identify trends and opportunities for improvement.Cross-Functional Collaboration:Collaborate with finance, marketing, and customer support teams to align strategies and initiatives.Act as a liaison between Cx and other departments to address operational issues. Skillsets RequirementsPrevious experienceAt least 4 years experience within Sales Operations or Customer Success OperationsAnalytical SkillsData analysis and insight generationProficiency in Excel and BI tools (e.g., Tableau, Power BI, SIgma)Process ImprovementUnderstanding of sales processes and methodologiesIdentification and implementation of process improvementsRevenue ForecastingExpertise in forecasting techniques and modelsCollaboration with leadership on sales trends and targetsBusiness AcumenUnderstanding of sales cycles and contract lifecyclesAlignment of customer operations with business strategiesData ManagementManagement of large datasets with accuracyProblem-SolvingQuick identification of issues and effective solutionsStrong critical thinking and proactive problem-solvingAttention to DetailHigh accuracy in data management and reportingSpotting errors and inconsistenciesTraining and DevelopmentTraining Customer Success or Sales teams on CRM tools and processesDevelopment of training materials and resourcesChange ManagementExperience in leading or supporting change initiativesDriving adoption of new tools and processesBonus PointsCRM ManagementExperience with CRM systems (e.g., Salesforce, HubSpot, Totango)CRM optimization and data integrity managementSalesforce administration certificationAdditional Technical SkillsProficiency in SQLFamiliarity with other sales tools and software (e.g., Gong, Apollo, Salesloft)Compensation & Benefits$120-$150k base, bonus eligibleExceptional health, vision, and dental careEquity in a fast-growing companyHybrid on-site model (coming into our New York office minimum 2 dayswk)Flexible PTOEqual OpportunityThoropass provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Even if you feel you don't meet every requirement, consider applying! Thoropass acknowledges the research which shows that women and people of color are less likely to apply for jobs when they don't meet all of the stated qualifications. However, we're looking for authentic innovators to blaze new trails and you just may be the right person for this or another role.

Created: 2025-02-27