Customer Success Operations

Job Description

We’re hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report to the Revops TL and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

Responsibilities:

• Strategic planning - forecast customer health and renewals, ensuring alignment with company goals.
• Design, document, and optimize CS workflows and processes:
• Act as the primary interface between Product, Marketing, and Sales teams to ensure seamless collaboration.
• Drive effective collaboration with the BI/Data team to enable actionable insights & dashboard planning.
• Manage approval workflows for CS-related initiatives and requests.
• Oversee and optimize round-robin assignments for accounts and projects.
• Develop and maintain risk management protocols to identify and mitigate customer churn risks.
• Define and refine onboarding and professional services (PS) processes to enhance customer experience.
• Serve as the Salesforce (SF) subject matter expert for CS, managing flows, metrics calculations, and data integrity.
• Develop and maintain internal knowledge bases (KBs) to support team efficiency and scalability.
• Leading special initiatives; including beta programs, AI-driven churn prevention, and design partner engagement.
• Drive tools implementation and adoption, including AI-powered solutions to scale operations - including defining the requirements and implementation of the CS platform 
• Assist in creating impactful presentations for management and board meetings, aligning with business priorities and key metrics.

Requirements:

• Minimum of 2 years experience in CS Ops in a tech company
• Salesforce expert - a MUST
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions 
• Passion for designing processes that scale
• Takes a high degree of ownership over their work 
• Clear communicator with professional presence
• Experience working with multiple complex data sets 
• Methodological thinker with strong strategic and analytical approach
• Strong listening skills; open to input from other team members and departments
• Ability to lead through influence

Some of our benefits

Atera is highly collaborative and yes, fun! To support you at work (and outside of it too) we offer some fantastic perks: Generous time off to relax and recharge, community volunteering days, an annual budget to support your learning & growth, ample time to learn from your teammates, fun events and overnights, and lots more!

More about Atera

Atera is transforming IT management with Action AI™—an Agentic AI technology that proactively and autonomously manages and optimizes IT environments. Atera’s all-in-one platform consolidates RMM, helpdesk, ticketing, and automation, empowering IT teams and MSPs to efficiently manage and protect infrastructure, automate tasks, and boost service quality by reducing downtime and improving SLAs. Trusted by over 12K customers in 120+ countries, Atera offers a scalable solution with per-tech pricing and unlimited devices, enabling organizations to drive growth and maximize organizational efficiency.