Remote Sr. Manager, CS Strategy & Operations

Swooped; United States; On-site; USD 131,000 - 165,000; Full time

Benefits offered by this job

Flexible work environment

Health benefits

No-meeting days

Generous time off

Wellness programs

Job summary

Diligent is seeking a Senior Manager, CS Strategy & Operations to partner with Customer Success leadership and help build a world-class CS organization. You will help define and execute the CS vision, strategy, and roadmap to expand gross and net retention across our global customer base.

You will lead strategic initiatives, drive annual planning, and optimize processes and technology (Gainsight) while attracting and developing top talent in a highly collaborative, inclusive environment.

Qualifications

• 7-10 years of experience in a strategic, operations, and/or consulting role.
• 4+ years managing high-performing teams.
• Sharp analytical and problem-solving skills with a strong bias for action.
• Experience with Salesforce and Gainsight.
• Ability to communicate with clarity and purpose across stakeholders.
• Strong biz acumen and understanding of SaaS business models.

Responsibilities

• Define, lead, and execute customer success strategy in support of business priorities.
• Partner with the CS leadership team to develop and modify the customer experience across through strategic insights and recommendations.
• Build understanding, consensus, and execution alignment with key stakeholders; develop a strong understanding of stakeholders to drive decisions.
• Work with partners to drive the CS annual planning process, including bottom-up target setting and territory carving.
• Drive visibility into business success and accountability via Retention Councils and operational reviews.
• Lead operational excellence across process and technology (e.g., Gainsight) to improve both the CS manager and customer experiences.
• Attract, grow and retain top talent, providing inspiration, clarity of purpose, and an environment conducive to diversity of thought, innovation, and personal/career growth.

Skills

Strategic leadership

People management

Analytical thinking

SaaS business acumen

Stakeholder communication

Tools

Salesforce

Gainsight

Job description

Diligent is seeking a Senior Manager, CS Strategy & Operations to partner with Customer Success leadership and help build a world-class CS organization. You will help define and execute the CS vision, strategy, and roadmap to expand gross and net retention across our global customer base.

You will lead strategic initiatives, drive annual planning, and optimize processes and technology (Gainsight) while attracting and developing top talent in a highly collaborative, inclusive environment.