Senior CS Operations Manager

Similarweb is the leading digital intelligence platform used by over 3500 global customers. Our wide range of solutions are used by companies like Google, eBay, and Adidas.

We help our customers succeed in today’s digital world by giving them access to data-driven insights, competitive benchmarks, strategic analysis, and more.  

In 2021, we went public on the New York Stock Exchange, and we haven’t stopped growing since!  

We are seeking a highly motivated and experienced Senior CS Operations Manager to join our global Customer Success (CS) organization. In this pivotal role, you will drive operational excellence and strategic initiatives that enhance our customer success processes, enabling our team to deliver exceptional value to our clients. You will collaborate closely with cross-functional teams (CS, support, commercial, data, consultants, product, operations) to support our customer success organization and help us achieve our long-term goals.

This role will report to the AVP of Field Growth within our Business Operations team. 

As a main function of the Revenue Operations department, the CS Operations Manager will collaborate with the Sales, Account Management, and Client Services Directors and their teams to drive business insights, flag areas of risk and opportunity, enforce workflows, drive adoption, and track KPIs.

If you’re passionate about working with data, eager to create processes and solutions based on insights, and a leader and teamwork player, this position is right for you.

So, what will you be doing all day?

• Trusted Advisor: Act as the CS VP right hand and main Ops POC.
• Strategic Leadership: Lead and execute initiatives that improve customer success operations, ensuring alignment with business objectives and customer needs.
• Process Improvement: Identify areas for operational enhancement and implement best practices and global initiatives to streamline processes, enhance efficiency, ensure alignment across different regions, and improve the overall customer experience.
• Data Analysis: Analyze customer success metrics and KPIs to drive informed decision-making and optimize customer engagement strategies. Conduct periodic quantitative and qualitative data analyses to identify trends, extract business insights, flag areas of risk and opportunity, and forecast future business results.
• Performance Management: Lead cadences with the organization's senior leaders to track and monitor the performance of the ICs and plan the future workforce. Own and lead end-to-end optimization initiatives to improve rep’s and overall team’s performance.
• Cross-Functional Collaboration: Work closely with Sales, Support, Product, and other teams to ensure seamless communication and collaboration across the organization.
• Tools Management: Support the implementation and oversee the adoption and utilization of tools that support customer success efforts, including CRM systems and customer feedback platforms. Work with the teams to drive the adoption, ensure hygiene, and enforce operational tools and workflows. Build and maintain dashboards and reports to optimize operational day-to-day processes.
• Stakeholder Engagement: Build strong relationships with internal stakeholders and provide regular updates on CS initiatives, challenges, and successes.
• Project Management: Lead and manage multiple projects simultaneously and collaborate with cross-functional teams to ensure timely delivery and alignment with strategic priorities. 

This is the perfect job for someone with:

• 6+ years of experience in business analytics, business operations, and/or consulting roles
• 3+ years of experience in CS operations or other CS cross-functional roles
• Strong analytical & operational skills – Must
• Excel & Salesforce proficiency - Must
• Project Management Experience - Must
• Ability to extract business insights and draw action items from data - Must 
• International business experience in a global company - Must
• Strong presentation skills - Must 
• Exceptional attention to detail - Must 
• Excellent Interpersonal skills - Must 
• Previous Revenue/CS Operations experience in SaaS B2B companies - Advantage
• CS Platform Proficiency (Catalyst, Totango, Gainsight, etc.) - Advantage
• Revenue forecasting experience - Advantage
• MBA - Advantage

Why you’ll love being a Similarwebber:

You’ll actually love the product you work with: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.” Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.

You’ll find a home for your big ideas:  We encourage an open dialogue and empower employees to bring their ideas to the table. You’ll find the resources you need to take initiative and create meaningful change within the organization. 

We offer competitive perks & benefits: We take your well-being seriously and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.

You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it’s Career Week, personalized coaching, or our ongoing learning solutions, you’ll find all the tools and opportunities you need to develop your career right here.

Diversity isn’t just a buzzword: People want to work where they can be themselves. We strive to create a workplace that reflects the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity, and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.