Swooped
Senior Customer Success Operations and Programs Manager
Swooped, Little Ferry, New Jersey, us, 07643
CS Operations:Position yourself as a trusted partner for our Customer Success, Technical Architect, and Sales leadership teams.Build and maintain detailed reports, dashboards, and alerting to track the performance, impact, and risks of the Customer Success business, with a focus on revenue, retention, customer health and product adoption.Analyze key metrics to get ahead of or address negative trends and areas of opportunity based on our goals.Report on OKRs and key metrics during monthly business reviews, as well as fulfilling one-off analyses when needed.Represent the Customer Success team in various cross-functional projects, meetings, and Slack channels.Drive requirements, use cases, evaluation, and deployment of a Customer Success management solution (like: Catalyst, Totango, Vitaly, ChurnZero, Gainsight).Own/Admin or be a key stakeholder for systems and tools within the Customer Success team, including: Customer Success management, Revenue data platforms (like, Pocus, Tableau, Clari, Slack Sales Elevate), knowledgebase and documentation (like, Confluence, Google Drive, Highspot, Guru).Facilitate the intake of requests from Customer Success and Go-To-Market stakeholders.Strategic Programs:Identify new and optimize existing processes and workflows to improve inefficiencies, both internally and externally.Drive and/or contribute to key Customer Success programs, including Risk Management; Expansion motion; Health & Maturity Scoring; Enterprise Voice of the Customer; and more.Collaborate as the operational partner to our Product Enablement team in our Field readiness & product release readiness process.Establish yourself as a stakeholder in cross-functional GTM programs, like: Product Release Process; Enterprise marketing; Events, EPD (Engineering Product Design) Operating rhythm, Pricing and Packaging, and Incident management.Maintain documentation of our evolving processes and customer success motion.Identify and create key playbooks for our post-sales teams, for example: driving expansion; risk management; product adoption; customer maturity.Demonstrate strong change management skills when implementing new/existing processes, helping to shape our internal operating model as we scale.About youNavigating through rapid change, intricate complexity, and uncertainty introduces a hint of chaos. If you enjoy this type of environment, this role might be for you.Self-starter who can identify a problem, validate impact, formulate a point-of-view to solve, and drive the work to completion or handoff.5+ years experience managing projects and cross-functional programs related to Go-to-Market and post-sales strategy, including managing and prioritizing a roadmap of initiatives.Track record of developing repeatable, scalable solutions through the use of technology, automation, and A.I.Strong relationship builder with cross-functional leadership and peers.Passionate about our customers and our team, driving excellence and innovation at every turn while moving with heartfelt urgency.Experience as an Admin in Salesforce (must-have), Outreach, Gong, Highspot, and similar tools.Salary Range$126,000 - $175,000Our Core Behaviors:Obsess over customer experience. We deeply understand
what
we’re building and
who
we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers.Move with heartfelt urgency. We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment.Say the hard thing with care. Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect, maturity, and care.Make your mark. We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a
team
to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates.Benefits & wellnessEquity ownership (RSUs) in a growing, privately-owned company.100% employer-paid healthcare, vision, and dental insurance coverage for employees and dependents (US; full-time Canadian workers working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent on insurance plan selection. Employees also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness.12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability for birthing parents to be used before child bonding leave. Employees also have access to family planning care and reimbursement.Flexible PTO with a mandatory annual minimum of 10 days paid time off, and sabbatical program.Access to mental wellness coaching, therapy, and Employee Assistance Program.Monthly stipends to support health and wellness, as well as smart work, and annual stipends to support professional growth.Professional career coaching, internal learning & development programs.401k plan and financial wellness benefits, like CPA or financial advisor coverage.
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what
we’re building and
who
we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers.Move with heartfelt urgency. We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment.Say the hard thing with care. Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect, maturity, and care.Make your mark. We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a
team
to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates.Benefits & wellnessEquity ownership (RSUs) in a growing, privately-owned company.100% employer-paid healthcare, vision, and dental insurance coverage for employees and dependents (US; full-time Canadian workers working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent on insurance plan selection. Employees also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness.12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability for birthing parents to be used before child bonding leave. Employees also have access to family planning care and reimbursement.Flexible PTO with a mandatory annual minimum of 10 days paid time off, and sabbatical program.Access to mental wellness coaching, therapy, and Employee Assistance Program.Monthly stipends to support health and wellness, as well as smart work, and annual stipends to support professional growth.Professional career coaching, internal learning & development programs.401k plan and financial wellness benefits, like CPA or financial advisor coverage.
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