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AlphaSense·USA·9 авг.
Manager, Customer Success Operations
11 667 – 12 833 $
≈ 1 млн–1,1 млн ₽
🌍 УдалённоSeniorПолная занятость🌐 Глобал
Платят на 61% 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 Manager, Customer Success Operations is a critical role within our Revenue Operations team, developing key enabling tools, streamlining processes, and acting as a true partner to our Customer Success organization, including Account Managers, Customer Success Managers and Support teams. You'll support our tools and processes with the overall goal of improving productivity and efficiency across the CS team, and you'll have a direct hand in driving our core KPIs around adoption, retention, and growth given how closely you'll partner with Customer Success leadership
Чем предстоит заниматься
Domain Expertise: Apply deep working knowledge of customer success and account management to guide how Customer Success Operations supports the broader CS org. Exposure to pre-sales and application specialist functions is a plus
Program & Process Operationalization: Support 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
CS Metrics Ownership: Own the definitions, methodology, and standards behind our core Customer Success metrics, including NRR, GRR, renewal rate, and usage and engagement KPIs, ensuring consistency across reporting and business reviews
Technology & Workflow: Support our Customer Success tool strategy across systems like Salesforce, Gainsight, Clari, Gong, and Tableau, executing on priorities identified by CS leadership
Firefighting & Escalation: Act as an escalation point for operational issues, whether a broken workflow, data discrepancy, or urgent tooling issue, and drive fast, durable resolution
Relationship Building: Develop strong relationships with the Customer Success team to understand and implement best practices, focusing on where they lack visibility or see gaps in process
Scale & Repeatability: Build the playbooks, templates, and standards needed to expand customer programs from a handful of accounts to full coverage across strategic segments
Data Partnership: Partner with the Senior Manager, Customer Success Operations on the KPI trackers, dashboards, and impact reporting that make each program measurable
Reporting: Create and optimize reporting and dashboards, including attainment, trends, and on demand dashboards. Support data governance practices, consistent source of truth, clean hierarchy data, accurate field population, that keep our reporting trustworthy as the business scales
Наши требования
5 to 8 years of experience working within a Revenue organization, playing a key role in driving productivity for the Customer Success team
Prior people management experience required
Operations professional with a passion for driving productivity, improving processes, and using new technology to drive revenue at a high growth B2B SaaS company
Strong understanding of core SaaS and Customer Success metrics, including NRR, GRR, renewal rate, and usage-based KPIs, with experience owning metric definitions and standards, not just reporting on them
Experience optimizing and rolling out new technology, workflows, and processes within a revenue organization
An ability to think strategically, act tactically, and write effectively
A creative problem solver who identifies new and innovative ways to drive productivity
A strong project manager who enjoys making things better
Enjoys working cross-functionally and building strong relationships with stakeholders across the business
Demonstrates exceptional organizational skills and attention to detail
Experience with the B2B sales process and the tools it takes to succeed
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
$140,000—$154,000 USD
Технологии и навыки
AlphaSense
USA
ГрейдSenior
ЗанятостьПолная занятость
РегионСША
ФорматУдалённо
ИсточникСкрыто
Опубликовано9 авг.
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