Customer Success Operations ManagerErlangenGo To Market – Revenue Operations /Full-time /HybridApply for this jobMendix – the leading low-code application development platform:The Mendix Platform uses visual modeling to abstract long-form coding out of application development. Our customers use Mendix to create and deploy better software for the enterprise, faster. Mendix enables collaboration between business users and developers to work together throughout the development process.
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We’re hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team in EMEA.
You will be the trusted business partner for the VP of Customer Success EMEA in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.
Responsibilities:Reporting & Analysis:Drive digital initiatives (SFDC integration/harmonization, dashboards for recurring reporting topics as well as ad hoc analysis).Track & analyze leading indicators of renewals and upsellDrive ARR enablement & ensure consistent ARR reportingDefining & preparation of Quarterly Business Reviews (QBR) content, All Hands updates and monthly forecasting cadences.Produce and manage dashboards and reports that the CSMs and CS Leadership can use as guiding resources for their business.Portfolio Management:Coordinate the definition and documentation of customer tiering characteristics.Ensure new customers are assigned to the team appropriately.Revenue Recognition:Ensure that processes are complete end to end, working with Finance and Order Operations team to ensure the system reflects correct customer entitlement.Risk Management:Detect early signals of at-risk renewals and ensure the forecast accounts for theseBudget & Compensation:Produce accurate fiscal planning expectations in collaboration with from CS leadership & EMEA zone leaderDetermine and document the metrics on which variable compensation is based & targets definitionsCross-Functional Coordination:Coordinate cross-functional processes that help maximise efficiency of customer success team; especially with GSCS – Counterpart, Partnering, alignment (Tools, definitions, standards, etc.)Enablement:Produce & manage materials and information that help CSMs work more effectively.Requirements:SaaS knowledge requiredPassion for designing processes that scaleAbility to break down ambiguous problems into concrete, manageable components and think through optimal solutionsEnjoys “getting their hands dirty” by digging into complex operationsTakes high degree of ownership over their workClear communicator with professional presence Ability to lead through influence#LI-LP2#LI-HYBRID
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