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AlphaSense·USA·9 авг.
Senior Manager, Customer Success Operations
14 750 – 16 250 $
≈ 1,3 млн–1,4 млн ₽
🌍 УдалённоSeniorПолная занятость🌐 Глобал
Платят на 104% выше медианы грейда.
Наша компания
The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us! The Customer Success - Revenue Operations team at AlphaSense drives productivity and improves efficiency for our account managers, CSMs, implementation specialists, support specialists, and leadership. We create and implement operational reporting and analytics, improve processes, and enable strategic initiatives that impact the revenue organization. At our core, we are a dynamic team of highly driven self-starters who are passionate about operations and thrive in a fast paced, challenging environment.
О роли
The Senior Manager, Customer Success Operations is a critical leadership role within our Revenue Operations team, owning the operationalization of our roadmap and strategic customer projects while also shaping the tools, systems, and processes that let Customer Success scale. You'll be the go-to partner for CS leadership on program design, execution rigor, and cross-functional delivery, act as the senior escalation point when something breaks, and manage a Senior Analyst supporting our deployments along the way. This role is perfect for someone who enjoys turning ambitious programs into scalable, repeatable motions and wants a direct hand in how we run Customer Success operationally
Чем предстоит заниматься
Domain Expertise: Bring broad, cross-functional fluency across customer success, account management, and adjacent go-to-market functions to set direction for how Customer Success Operations partners with the rest of the business. Exposure to pre-sales and application specialist functions is a plus
Program & Process Operationalization: Define and continuously improve the operating model, cadence, and governance for our roadmap of strategic customer projects, and optimize existing Customer Success processes to ensure scalability as we grow
Metrics Strategy: Set the strategic framework for how core Customer Success metrics, including NRR, GRR, and usage KPIs, connect to business outcomes, and use that framework to inform program investment, prioritization, and executive reporting
Systems & Tool Strategy: Identify opportunities across our Customer Success tool strategy, spanning systems like Salesforce, Gainsight, Clari, Gong, and Tableau, and partner with senior leadership on investment priorities
Firefighting & Escalation: Act as a senior escalation point for operational issues, whether a broken workflow, data discrepancy, or urgent tooling issue, and drive fast, durable resolution
QBR Ownership: Own the Quarterly Business Review process end to end, building and refining templates with leaders and prioritizing the Asks of the Business that come out of QBRs
Stakeholder Collaboration: Partner closely with CS leaders, Product, Sales, Support, Finance, BI, and Revenue Operations to align on priorities, gather requirements, and deliver on cross-functional initiatives
Scale & Repeatability: Decide which programs are ready to scale and in what order, ensuring the playbooks and standards behind them hold up as coverage expands from a handful of accounts to full strategic segments
Data Partnership: Partner with the Manager, Customer Success Operations on the KPI trackers, dashboards, and impact reporting that make each program measurable
Data Integrity & Governance: Own accountability for the trustworthiness of CS reporting as it scales, ensuring the QA and governance practices behind it, source of truth, hierarchy integrity, field accuracy, hold up under executive level scrutiny, and escalate material data integrity risk before it reaches leadership
People Management: Manage and develop the Senior Analyst, Customer Success Operations: set priorities, coach, and elevate their work from tactical execution to insight-driven impact
Be the go to person for strategic program execution across the Customer Success organization
Наши требования
8+ years of experience within a Revenue organization, playing a key role in driving productivity for the Customer Success team
Prior people management experience required
Experience owning or administering CS systems such as Salesforce, Gainsight, Clari, Gong, or Tableau, and evaluating new tools as needs evolve
A strong project manager who enjoys making things better and can move ambiguous programs to scalable execution
Proven ability to translate core SaaS and Customer Success metrics, including NRR, GRR, and usage-based KPIs, into strategic narratives for senior and executive stakeholders
Excellent communication skills, and the ability to work in a dynamic, fast paced environment
Enjoys working cross-functionally and building strong relationships with stakeholders across the business, including Product, Sales, Support, Finance, and BI
Demonstrates exceptional organizational skills and attention to detail
Bonus: experience with SQL, or a data warehouse tool such as Snowflake or BigQuery, and familiarity with a BI platform such as Tableau
For base compensation, we set standard ranges for all roles based on function and level benchmarked against similar stage growth companies and internal comparables. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location
You may also be offered a performance-based bonus, equity, and a generous benefits program
Recruiting Scams and Fraud
We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note
AlphaSense never asks candidates to pay for job applications, equipment, or training
All official communications will come from an -sense.com email address
If you’re unsure about a job posting or recruiter, verify it on our Careers page
If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us
Дополнительно
Base Compensation Range
$177,000—$195,000 USD
Технологии и навыки
AlphaSense
USA
ГрейдSenior
ЗанятостьПолная занятость
РегионСША
ФорматУдалённо
ИсточникСкрыто
Опубликовано9 авг.
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