Sr. Customer Success Operations Manager

Job Description

We are an untraditional revenue organization, built to support a rapidly scaling technology start-up underpinned by a hybrid approach of Product-Led and Sales-Led Growth strategies. The pace will be fast, and the impact will be eminently tangible.

Members of the Revenue team ensure our customers are delighted as they discover, integrate with, and use the DevRev platform. Our team's mission is to lead the 360 degree investigation of our users so we can seamlessly usher them through the use of the DevRev platform and proactively meet their needs. We seek to deliver an unparalleled experience both within and outside the platform.

Your mission is to systematically help customers find value with DevRev, own the coordination between multiple stakeholders and/or engineer the solution to get the job done.  Our team is charged with building our own system to provide outstanding customer experience, as well as enabling customers. You will develop a profound understanding of Product-Led Growth (PLG) & Sales-Led Growth (SLG) methodologies, customer journeys, global communication and business analytics. 

Responsibilities

• Lead end-to-end customer journey mapping and accelerate time to value, leveraging generative AI.
• Create playbooks for the CS team to utilize in day-to-day operations to drive business growth, including sales handoffs, churn management, success planning, EBR/QBR process, etc.
• Leverage AI capabilities of DevRev to facilitate more efficient processes through reporting, alerts, and AI-driven workflows.
• Partner with PLG leads on how we drive scaled CS motions and accelerate onboarding of customers.
• Conduct data analysis about customer usage to share insights and drive internal process and decision-making, as well as ensuring data accuracy.
• Develop new ways of engaging with customers through various channels (phone, Discord, chat, text, etc.) to increase product usage.
• Keeping constant feedback loops back to all key stakeholders including Engineering, Product, Customer Success & Support, Revenue, Marketing, etc.

Ideal Candidate Qualifications

• 5-7 years of experience in technical customer service/support, project management, account management, or other relevant fields.
• Bachelor's degree in Business Administration, Computer Science, or a related field.
• Technical knowledge in software development, APIs, and coding (e.g., SQL).
• Proficiency in generative AI and creating operational playbooks.
• Outstanding communication skills (written and verbal), with fluency in English.
• Comfort operating in a fast-paced, high-demand, global environment.
• Result-oriented work style, ability to get things done, and a learning mindset.
• Strong understanding of metrics-driven approaches and financial orientation.