高级客户成功运营经理
Senior Customer Success Operations Manager
### 概述
高级客户成功运营经理负责客户成功团队的规划、决策支持和项目执行。该职位需要构建商业案例，优先处理高影响力项目，并提供高管叙事和建议，以决定组织在售后工作的投资方向。该角色与RevOps领导、客户成功及财务部门紧密合作，参与制定年度客户细分、覆盖范围和产能计划。
该职位对于将客户成功从被动职能转变为积极的战略增长引擎至关重要。任职者帮助组织在规模化的同时持续为客户创造价值，并直接影响客户留存和扩展结果。
### 你是什么样的人：
- 在客户成功运营、营收运营、战略或类似分析岗位中拥有8年以上经验，且在B2B SaaS企业工作过
- 有客户细分、覆盖范围或产能规划工作的实际经验，这些工作影响了售后组织的资源配置
- 强大的量化能力，熟悉客户留存、扩展和使用指标，并能基于这些指标构建有说服力的商业案例
- 有向高层领导汇报建议的经验，并能将分析转化为清晰的高管叙事
- 必须有客户成功和CRM平台（如Salesforce和Gainsight）的实际操作经验，以及其上的报告工具
- 有在销售、市场、产品、支持和专业服务部门中无直接职权的情况下影响他人的经验
### 你会做什么：
**客户成功策略与规划**
- 协助推动客户成功策略，使其与公司增长目标保持一致
- 将公司和市场进入策略转化为可扩展的售后动作
- 驱动客户成功的年度规划、客户细分策略和产能建模
**客户细分、覆盖与生命周期设计**
- 根据客户全职员工数量和ARR设计和优化客户细分
- 设计端到端的客户生命周期旅程，从入职到续约和扩展
- 与客户成功策略团队合作，识别引入或优化数字化、共享和高接触参与模式的机会
**客户留存与扩展策略**
- 与销售和客户成功团队合作，明确续约和扩展中的责任划分和策略
- 识别客户流失和增长的领先指标，并进行分析
查看英文原文
### Overview
This is an Individual Contributor role
The Senior Customer Success Operations Manager owns planning, decision support, and program execution for the Customer Success organization. The role builds business cases, prioritizes high-impact initiatives, and delivers executive narratives and recommendations that shape where the organization invests its post-sale effort. It partners closely with RevOps leadership, Customer Success, and Finance across the planning cycles that set segmentation, coverage, and capacity for the year.
This role is essential to transforming Customer Success from a reactive function into a proactive, strategic growth engine. The incumbent helps the organization deliver consistent customer value at scale while directly influencing retention and expansion outcomes.
### Who you are:
- 8+ years of experience in Customer Success operations, revenue operations, strategy, or a comparable analytical role within a B2B SaaS business
- Demonstrated ownership of segmentation, coverage, or capacity planning work that shaped how a post-sale organization was resourced
- Strong quantitative skills, with fluency in retention, expansion, and adoption metrics and the ability to build a defensible business case from them
- Experience presenting recommendations to senior leadership and translating analysis into a clear executive narrative
- Must have hands-on experience in Customer Success and CRM platforms such as Salesforce and Gainsight, and the reporting that sits on top of them
- Proven ability to influence without authority across Sales, Marketing, Product, Support, and Professional Services
### What you'll be doing:
**Customer Success Strategy and Planning**
- Help evolve Customer Success strategy aligned to company growth objectives
- Translate company and go-to-market priorities into scalable post-sale motions
- Drive annual planning, segmentation strategy, and capacity modeling for Customer Success
**Segmentation, Coverage, and Lifecycle Design**
- Design and refine customer segmentation based on customer FTE count and ARR
- Design end-to-end customer lifecycle journeys, from onboarding through renewal and expansion
- Work with the CS Strategy team to identify opportunities to introduce or optimize digital, pooled, and high-touch engagement models
**Retention and Expansion Strategy**
- Partner with Sales and Customer Success to define clear ownership and plays across renewal and expansion
- Identify leading indicators of churn and growth, and translate and operationalize them into proactive programs working with the CS Strategy team
- Support initiatives that increase product adoption and drive measurable business outcomes for customers
**Performance Insights and Executive Reporting**
- Working with the Senior Director, CS Operations and the Senior Manager, CS Operations - Data, define and operationalize KPIs tied to retention, expansion, product adoption, and customer health
- Working with the Senior Director, CS Operations and the Senior Manager, CS Operations - Data, build executive-ready insights and narratives to inform decision-making at the leadership level, such as Quarterly Business Reviews and Board presentations
**Cross-Functional Alignment**
- Partner cross-functionally across Sales, Marketing, Product, Support, and Global Services to drive a unified customer strategy, seamless lifecycle transitions, and a consistent end-to-end customer experience
- Support go-to-market initiatives such as new product launches, pricing changes, and expansion strategies
- Help drive alignment between pre-sales promises and post-sales delivery
**Strategic Initiatives and Transformation**
- Lead high-impact, cross-functional initiatives to improve customer outcomes and operational efficiency
- Identify gaps in current processes and recommend scalable solutions
- Drive adoption of new programs, frameworks, and tools across the Customer Success organization
- Identify opportunities to leverage AI and Automation to improve CSM productivity and efficiency
**Success in This Role**
- A clearly defined and adopted customer journey across pre- and post-sales
- Improved Net Revenue Retention driven by better alignment between customer strategy and execution
- Increased product adoption and measurable customer value realization
- Strong alignment across Sales, CS, Product, and Support with clear ownership across the lifecycle
### What we have for you:
At Seismic, we’re committed to providing benefits and perks for the whole self. To explore our benefits available in each country, please visit the Global Benefits page.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please click here.
Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.
We are committed to fair and equitable compensation practices.Seismic's annual base salary range for this position will vary based on applicant's location, experience, job level, skills, and abilities as well as internal equity and alignment market data. _The range listed below is the minimum to the maximum of our target hiring range._ Seismic's salary range for this position is: USD $123,100.00/Yr. - USD $186,120.00/Yr.This position is also eligible to participate in Seismic's incentive plans in addition to base salary. The actual incentive amount will very and will be subject to the terms and conditions set in the applicable incentive plan.
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