Senior Customer Success Operations Manager
About the Role:
RollWorks is seeking an experienced and enthusiastic Customer Success Operations Manager. Reporting to our RollWorks RevOps Director, you will be responsible for RollWorks Customer Success Operations activities, supporting on the day-to-day basis customer success and renewal organization. You will also be responsible for continuously optimizing, evaluating, and improving our install-based accounts and help develop the monetization process. This role presents an opportunity to drive initiatives relating to our account conversion from media to SaaS and increasing our Net Dollar Retention Rate.
If you have a desire to help others, an interest in technology, and a passion for driving a high quality of innovative customer service, please apply!
Our work environment is one where ambition thrives and so will you. We help every employee discover their full potential by giving them opportunities to expand their skill set and develop their career at NextRoll. Don't think you have all the skills required for this role? That's okay, we're committed to helping all of our employees learn and grow.
The impact you’ll make:
- Partner with the Sales and Customer Success team to understand and hold teams accountable to company goals and targets.
- Support the Customer Success team in accurately tracking quarterly net retention metrics, and ARR, customer churn %, MRR churn %, upsell, customer satisfaction (Net Promoter Score - NPS, customer satisfaction score - CSAT), IB monetization model.
- Establish regular cadence (Weekly, Monthly, Quarterly) for existing customers, to review executive dashboards, and program status.
- Implement best operational processes and practices for the onboarding team
- Support customer success organizations in their efforts to create effective self-service programs for Success accounts.
- Advocate for customer needs and issues cross-functionally within RollWorks RevOps organization.
- Create and maintain the customer engagement metrics trial - to premium conversions (media only to premium customer conversion).
- Act as a single point of contact in support metrics ,change management and program management.
Skills you’ll bring:
- Bachelor’s in business management, strategy, product operations, finance, business, management and/or related support services
- Experience in operations strategy, strategy, operations, planning, strategic planning, project planning, business planning
- 2+ years of direct sales experience as a primary quota carrier
- 2+ experience in business systems sales onboarding process (e.g. ABM solution, SFDC rollout, SDR solutions implementation, etc.)
- Experience in sales enablement and managing sales teams.
Benefits and Perks:
- Competitive salary, equity, and fully covered medical
- One month of paid time off and work/life balance
- 6 months of paid maternity leave/ 3 months of paid paternity leave
- Join a community of fellow Rollers as a member of one of our Employee Resource Groups
- Ample opportunities to volunteer with local organizations with NextRoll Gives Back
About RollWorks:
RollWorks, a division of NextRoll, offers ambitious B2B companies an account-based platform to align their marketing and sales teams and confidently grow revenue. Powered by proprietary data and machine learning, RollWorks’ solutions address the needs of organizations large and small—from those with best-in-class ABM programs to those just beginning their exploration. By empowering teams to identify their target accounts and key buyers, reach those accounts across multiple channels, and measure program effectiveness in their system-of-record, RollWorks is an indispensable platform for marketers and sellers who believe that an account-based approach is just good business. Take the lead and visit www.rollworks.com.
We are committed to building diverse teams of “Rollers” and are proud to be an equal opportunity employer. All applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please notify us to request accommodation.