Customer Lifecycle Operations Manager

The Customer Lifecycle Operations Manager is responsible for assisting the VP, Revenue Strategy and Center of Excellence in driving and optimizing the end-to-end customer journey, ensuring a seamless and positive experience from initial contact through to post-sale support. This role requires a strategic thinker with excellent operational, analytical, and communication skills to drive customer success and retention.

Processes:

• Optimize and manage Customer Success, Professional Services, and Support operations to enhance customer experience and outcomes
• Collaborate with cross-functional teams to refine processes, implement and maintain workflows, and and increase team effectiveness
• Risk Management: Detect early signals of at-risk renewals (12-18 months before renewal date) and design playbooks for CSMs to address them
• Renewals Forecasting: Develop scalable processes in Gong for CSMs to forecast and track renewals
• Customer Lifecycle: Work with customer success leadership on the timing and content of CSM touch points throughout the customer journey.
• Liaise with product, professional services, and sales teams to:
• Channel customer feedback to pro...