This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Senior Customer Success Operations Analyst, you will play a pivotal role in enhancing the efficiency and effectiveness of the Customer Success organization. You will partner with cross-functional teams to operationalize processes, analyze data, and implement scalable frameworks that improve customer experience and drive business growth. This role is responsible for translating complex data signals into actionable insights, supporting strategic initiatives, and ensuring data integrity across systems. You will help streamline workflows, optimize reporting, and drive measurable outcomes that directly impact customer satisfaction and retention. The position offers an environment where analytical rigor, strategic thinking, and hands-on execution combine to influence both operational performance and long-term organizational growth. - Drive operational programs and initiatives for the Customer Success organization, ensuring alignment with overall business strategy. - Analyze data from Salesforce, CS platforms, Looker, and other systems to generate insights that inform process improvements and operational decisions. - Partner with Technical Account Management and Customer Engagement teams to identify priorities and design scalable frameworks. - Manage “run the business” activities, including reporting, data integrity, and performance tracking for customer health, retention, and expansion. - Track and measure outcomes of initiatives, ensuring accountability and continuous improvement. - Collaborate cross-functionally with GTM, Product, and Engineering teams to implement high-impact programs and processes. - Support executive decision-making by providing accurate, actionable metrics and KPIs. Qualifications - 5+ years of experience supporting Customer Success operations, preferably in high-growth SaaS environments. - Strong knowledge of Salesforce and Customer Success systems; familiarity with CS platforms, BigQuery, Zendesk, and Looker. - Proven experience with customer health metrics, adoption tracking, and scaled program execution. - Track record of designing and implementing processes that scale while maintaining high quality. - Excellent analytical skills with the ability to build dashboards, interpret data, and provide insights to leadership. - Strong communication and collaboration skills, with the ability to influence stakeholders across multiple functions. - Customer-first mindset with a passion for improving customer experience through operational excellence. - Experience in cloud security or cybersecurity is a plus. Benefits - 💰 Competitive base salary: $120,000–$165,000 USD. - 🏥 Medical, dental, and vision insurance. - 🏠 Home office setup reimbursement and monthly connectivity stipend. - 💼 Flexible Spending Accounts and Employee Assistance Program (EAP). - 🛡️ Short- and long-term disability insurance, life & accident coverage. - 💸 401(k) Retirement Savings Plan with employer match. - 🌴 Flexible paid time off plus 11 paid holidays. - 👶 Paid leave programs including parental, pregnancy health, medical, and bereavement leave. - 📈 Eligibility for equity plan and incentive compensation.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role offers a unique opportunity to serve as a trusted advisor to large enterprise clients, driving growth, adoption, and strategic value across their organization. You will manage the full customer lifecycle, from onboarding and launch to long-term relationship management, while collaborating closely with cross-functional teams to ensure customer success. By defining account plans, tracking performance metrics, and proactively identifying opportunities for improvement, you will directly influence client satisfaction, retention, and expansion. This position is ideal for a proactive, strategic thinker who thrives in a fast-paced, evolving SaaS environment and enjoys building deep, meaningful relationships with senior stakeholders. You will have the autonomy to shape account strategy while impacting the broader customer success function. - Own strategic enterprise accounts, serving as the primary point of contact for all customer success matters. - Define, execute, and track robust account plans, ensuring adoption, value realization, and customer satisfaction metrics are exceeded. - Build trusted advisor relationships with key stakeholders across HR, Payroll, IT, Finance, Operations, and executive leadership. - Drive value-based discussions with clients, translating product capabilities into measurable business outcomes. - Identify growth opportunities, propose solutions, and implement initiatives to enhance client experience and expand account engagement. - Collaborate closely with Growth, Marketing, and cross-functional teams to maximize adoption and drive account success. - Monitor account health, anticipate risks, and recommend corrective actions to mitigate potential challenges. Qualifications - Bachelor’s degree in Business Administration or related field. - 7–10+ years of experience in Customer Success within fast-paced SaaS or HCM companies, managing Fortune 500 or national accounts. - Demonstrated ability to communicate, influence, and present to senior stakeholders, including C-level executives. - Strong experience with account management, CRM systems (e.g., Salesforce or HubSpot), and reporting on KPIs or performance metrics. - Comfortable working in ambiguous, rapidly evolving environments while driving results and maintaining strong client relationships. - Collaborative mindset with proven success working across cross-functional teams. - Experience in business development, sales, or driving strategic growth within enterprise accounts is highly desirable. Requirements - Bachelor’s degree in Business Administration or related field. - 7–10+ years of experience in Customer Success within fast-paced SaaS or HCM companies, managing Fortune 500 or national accounts. - Demonstrated ability to communicate, influence, and present to senior stakeholders, including C-level executives. - Strong experience with account management, CRM systems (e.g., Salesforce or HubSpot), and reporting on KPIs or performance metrics. - Comfortable working in ambiguous, rapidly evolving environments while driving results and maintaining strong client relationships. - Collaborative mindset with proven success working across cross-functional teams. - Experience in business development, sales, or driving strategic growth within enterprise accounts is highly desirable. Benefits - Comprehensive health, vision, and dental coverage. - Equity ownership opportunities. - Life and AD&D, short- and long-term disability insurance. - Employee Assistance Program and access to Employee Resource Groups. - Fun company outings and team events. - Unlimited paid time off. - 401(k) plan with company match.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The SOC Client Success Manager (CSM) owns the overall health, value realization, and retention of assigned accounts. The SOC CSM serves as a trusted advisor to key client stakeholders, ensuring alignment between client objectives and service delivery. This role proactively drives value articulation, identifies risks and opportunities early, and partners cross-functionally to deliver measurable outcomes. Duties and Responsibilities: - Relationship & Executive Leadership - Acts as a customer advocate and strategic advisor, balancing client advocacy with business discipline. - Owns and maintains buyer-level relationships (economic buyers, sponsors, influencers). - Builds strong relationships with key customer staff, account management, and Managed Services leadership. - Ensures follow-ups and action items are tracked and completed. - Ability to manage expectations clearly and confidently. - Leads high-level client engagement, including executive business reviews (QBRs/EBRs). - Sets and resets expectations of service quality, availability, and timeliness — no surprises. - Navigates conflict and escalation directly, respectfully, and early. - Acts as the central coordination point between client and delivery teams. - Value Storytelling & Risk Management - Establishes and executes strategic account plans aligned to client business priorities. - Articulates and quantifies value delivered in business terms, connecting service performance to client KPIs and outcomes. - Tracks KPIs and service performance metrics. - Ensures compliance with Service Level Agreements and proactively manages risk. - Maintains a proactive risk register and identifies early warning indicators. - Leads recovery strategies when accounts enter a heightened or at-risk state. - Manages Root Cause Analysis processes and participates in Priority events as needed. - Works with clients and delivery teams to identify and implement service improvement plans. - Translates customer requirements into prioritized service and project requests. - Reports and communicates service operations and performance to relevant stakeholders. - Ensures reports (incident, performance, billing) are delivered on agreed schedules. - Financial Ownership & Growth - Owns account-level financial performance, including margin awareness. - Accountable for retention, renewal strategy (beginning 12 months prior), expansion, and revenue growth. - Drives growth through cross-sell, upsell, and PCR opportunities aligned to value realization. - Partners with sales leadership to influence account growth strategy. - Ensures true-ups and billing accuracy in partnership with finance. - Understands contractual obligations and protects company interests. - Drives alignment across client stakeholders and internal teams. - Serves as an active member of the Change Advisory Board, ensuring changes are assessed, approved, communicated, implemented, and reviewed in a controlled manner. - Ensures operational compliance and service governance standards are upheld. - Serves as the primary coordination point across delivery, account, and client teams. - Operational Leadership & Governance - Drives strategic initiatives to improve customer satisfaction and operational efficiency. - Assists with development and continuous improvement of the services organization. - Provides thought leadership in IT Service Management best practices. - Results-driven and outcome-oriented — accountable for making things happen. - Other duties as assigned. Leadership Principles in Action - Seek First to Understand: Listen before responding. Ask questions before offering solutions. Understanding the context matters more than reacting. - Assume Positive Intent: Start from the belief that teammates and clients are trying to do the right thing, even when things go wrong. - Coachable: Open to feedback, willing to adjust, and committed to getting better — not proving you are right. - Outcome-Oriented: Focused on client outcomes and business impact — not just tasks, tickets, or activity. - Ownership Mentality: If it touches the client experience, it’s our problem to solve — no silos, no finger-pointing. - Clear & Direct Communicators: Say the hard things early, respectfully, and clearly — internally and with clients. - Don’t Win Individually by Losing Collectively: Build credibility by representing the company well — never at the expense of your teammates or delivery teams. - Consistently Positive (Not Naïve): Optimistic, steady, and solutions-focused — even under pressure. - Trust Builders: Reliable, prepared, and transparent. Do what you say you’ll do, every time. - Be Curious: Genuinely interested in the client’s business, people, and priorities — not just the contract. - Aligned as One Team: Success is shared. Wins are collective. Misses are learned from together. Qualifications - Minimum Required: 2-4 years of relevant IT Service Account Management experience. - Preferred: - ITIL Foundation Certification. - SOC/Managed Security delivery experience (SOAR/SIEM, EDR, MDR, XDR, Phishing Awareness, Dark Web, Vulnerability Management). - Familiarity with Elastic, Kibana, Swimlane Turbine, and Palo Alto XSIAM. - PMI Project Management Professional (PMP) certification. - ServiceNow experience. - Undergraduate degree and 2-4 years relevant experience. Knowledge, Skills & Abilities - Good understanding of IT Service Management processes and procedures. - Good understanding of IT Project Management principles and techniques. - Good ability to manage change and engage team members. - Good ability to provide direction and leadership to others. - Good facilitation and communication skills. - Excellent presentation skills. - Ability to manage and escalate client issues. - Ability to react and adjust priorities of tasks. - Comfortable in communicating and interacting with C-level customer stakeholders. - Proficient in MS Office: - MS Word – must be able to create and modify documents. - MS Excel – create and modify pivot tables, manipulate data, create charts and graphs. - MS Power Point – create and modify presentations. Compensation $130,000 - $160,000 a year. The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location. Benefits - Medical, Dental, and Vision Insurance - 401(k) - Paid company holidays - Paid time off - Paid parental and caregiver leave - Plus more! See benefits here for additional details.

• Manage full customer lifecycle: onboarding, adoption, expansion selling, and renewals. • Lead customer retention initiatives and strategies. • Collaborate with new sales and internal teams to onboard and support new customers, becoming trusted advisors to existing customers. • Develop expertise in e-commerce and our product suite, providing valuable insights to customers for achieving business objectives through data analysis and reporting. • Create success plans and conduct executive-level quarterly business reviews. • Build cross-functional relationships at both user and executive levels across multiple internal teams and brands.