About the job
Join Vasion as a Customer Success Operations Manager, where you will be integral in driving our mission to facilitate digital transformation through our innovative and affordable SaaS solutions. At Vasion, we pride ourselves on our flexible work environment that supports over 400 employees globally, including our headquarters in St. George, Utah, and offices in the UK, Germany, and Lehi, Utah.
Role Overview
As the operational backbone of our Customer Success (CS) organization, you will play a crucial role as an individual contributor within the CS team. You will manage the systems, data, and processes that empower our Customer Success Managers to provide exceptional customer experiences at scale. You will collaborate across various departments including Product Management, Marketing, Sales, Channel, Business Operations, and Enablement to ensure our CS operations are efficient, measurable, and repeatable.
Key Responsibilities
CS Tooling & Tech Stack
- Oversee the administration, configuration, and optimization of our Customer Success platform.
- Assess, implement, and integrate new tools that enhance team productivity and customer visibility.
- Act as the internal subject-matter expert for CS technology, offering training and support to the broader team.
- Collaborate with Business Operations to guarantee seamless data flow across CRM and CS tech stack.
Data, Reporting & Analytics
- Work with the Business Intelligence team to create and maintain dashboards and reports that highlight key CS metrics such as NRR, health scores, and engagement trends.
- Convert data into actionable insights for CS leadership to guide strategy and resource allocation.
- Establish a robust data governance framework to ensure accuracy and reliability in CS reporting.
- Conduct ad hoc analyses to understand churn drivers, expansion patterns, and customer behaviors.
- Collaborate with the GTM Compensation team on plan design and implementation.
Customer Onboarding & Playbook Design
- Design, document, and refine scalable onboarding programs and customer journey playbooks.
- Work with CS Managers to identify gaps in the customer experience and develop operational solutions.
- Create and maintain a comprehensive CS playbook library that addresses key customer interactions including onboarding, QBRs, escalations, expansions, and renewals.
- Partner with Enablement or L&D to ensure playbooks are effectively adopted and executed by the team.
- Provide internal enablement and best practices.
Renewals & Churn Forecasting
- Develop and maintain a renewals forecasting model to provide leadership with visibility into upcoming renewals and associated risks.
- Create early-warning systems utilizing health score data, usage signals, and engagement trends to identify at-risk accounts.
- Support the overall customer success strategy through data-driven insights.