Customer Success Operations Manager

WebPT Inc; Mississippi; Remote; USD 97,000 - 132,000; Full time

Job summary

An established industry player is looking for a strategic Customer Success Operations Manager to enhance customer retention and satisfaction. This role involves collaborating with senior leadership, driving data analysis, and optimizing customer lifecycle processes. The ideal candidate will thrive in a fast-paced environment, possess exceptional analytical skills, and be passionate about delivering outstanding customer experiences. Join a dynamic team dedicated to empowering rehab therapy professionals and enjoy the flexibility of working from nearly anywhere in the US while contributing to meaningful change in the industry.

Benefits

Ample Time Off

Work from nearly anywhere in the US

Time Off for volunteering

Multiple Employee Resource Groups (ERGs)

Qualifications

• 3+ years in Customer Success Operations or similar role, ideally in SaaS.
• Strong proficiency with data analysis tools and BI platforms.

Responsibilities

• Own key processes for customer success, focusing on data analysis and lifecycle management.
• Collaborate with stakeholders to translate data needs into actionable insights.

Skills

Data Analysis

Operational Efficiency

Customer Success Management

Cross-Functional Collaboration

Communication Skills

Statistical Modeling

Trend Forecasting

Education

Bachelor's degree in Business

Advanced degree (MBA, MS)

Tools

Excel

Google Sheets

Tableau

Power BI

Salesforce

Gainsight

Job description

WebPT is seeking a highly analytical and strategic Customer Success Operations Manager to join our Customer Success team. Reporting directly to the Chief Customer Officer, this is a highly visible position that will involve regular collaboration with WebPT’s senior leadership team to shape and execute strategies that drive customer retention, satisfaction, and growth. The Customer Success Operations Manager will own key processes and systems that enhance the efficiency of the Customer Success team, with a particular focus on data analysis, lifecycle management, and cross-functional alignment. This role will play a critical part in improving customer outcomes and scaling WebPT’s impact in the rehab therapy space. The ideal candidate will have exceptional operational and analytical skills, thrive in a fast-paced environment, and be passionate about enabling teams to deliver exceptional customer experiences.

What You’ll Be Doing As A Part of Our Team

Data

1. Data Collection:
   • Work closely with business stakeholders to understand their data needs and translate them into actionable analysis.
   • Collect data from various sources (internal systems, databases etc.) to ensure a comprehensive dataset for analysis.
2. Data Visualization and Reporting:
   • Regularly communicate findings to executives and the Board on past results, renewals and upsell forecasts, e.g. through dashboards and presentations. Present complex data in a digestible format, focusing on key takeaways.
   • Design and maintain interactive dashboards using visualization tools like Tableau, Power BI, or Google Data Studio.
   • Highlight key trends, patterns, key metrics or anomalies that can inform business strategy.
3. Analysis and Trend Forecasting:
   • Use historical data and statistical models to forecast and track leading indicators of renewals and upsell.
   • Run and analyze cohort analysis.
   • Identify trends for upsell and churn risks.
   • Analyze and report on NPS to give stakeholders a comprehensive understanding of member loyalty, satisfaction, and potential areas of improvement.

Processes

1. Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score.
2. Coordinate with 1:Many Communications lead to synchronize email outreaches with CSM touch points.
3. Detect early signals of at-risk renewals and design playbooks for CSMs to address them.
4. Identify top candidates for upsell.
5. Analyze and manage multiple lists of data, identifying strategies to drive retention.
6. Coordinate cross-functional processes that help meet renewal and upsell targets.

People

1. Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs.
2. Determine the metrics on which bonuses are based, and define targets for those metrics.
3. Provide materials and data that help CSMs work more effectively.

What You Should Have to Qualify

1. Bachelor's degree in Business, Analytics, Operations, or a related field.
2. 3+ years of experience in Customer Success Operations, Revenue Operations, or a similar operations/analytics role, ideally in a SaaS or SMB-focused environment.
3. Strong proficiency with data analysis tools, including Excel/Google Sheets and BI platforms (e.g., Tableau, Looker, Power BI).
4. Experience with Customer Success platforms such as Salesforce, Gainsight, or comparable systems.
5. Demonstrated ability to develop and deliver executive-level dashboards, presentations, and insights for renewals and upsell performance.
6. Expertise in defining and optimizing customer lifecycle processes.
7. Strong analytical skills with the ability to translate data into actionable recommendations and strategies.
8. Proven track record of cross-functional collaboration.
9. Exceptional organizational skills and the ability to manage multiple priorities in a fast-paced environment.
10. Passion for process improvement and operational efficiency.
11. Clear and concise communication skills.

Ideally, You Would Also Have These

1. Advanced degree (MBA, MS, or similar)
2. Exposure to Healthcare technology or healthcare SaaS

Culture is at our Core

• Service: Create Raving Fans
• Accountability: F Up; Own Up
• Attitude: Possess True Grit
• Personality: Be Minty
• Work Ethic: Be Rock Solid
• Community Outreach: Give Back
• Health and Wellness: Live Better

About Us

Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you’re a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you’ll fit right in. We’ve got big plans, but we can’t achieve them without you. Join us, and let’s achieve greatness.

Company Perks

• Ample Time Off for fun and rest
• Work from nearly anywhere in the US
• Time Off to make an impact through volunteering
• Multiple Employee Resource Groups (ERGs)

At WebPT, we're dedicated to fair and competitive compensation based upon our industry peer benchmarks. The initial hiring range for this position is: $97,500 - $131,600.