Sr. Customer Success Operations Manager
United States (Remote)
Sr. Customer Success Operations Manager
HashiCorp is a fast-growing startup that solves development, operations, and security challenges in infrastructure so organizations can focus on business-critical tasks. We build tools to ease these decisions by presenting solutions that span the gaps. Our tools manage both physical machines and virtual machines, Windows, and Linux, SaaS and IaaS, etc.
About the role...
Our Customer Success team at HashiCorp continues to grow, and we are looking for a self-driven Sr. CSM Operations Manager to support the global leadership and talented team of CSMs who drive value into our most critical customers. From helping design coverage and capacity models, and service maps, to implementing a system of work in Gainsight to drive scale in the field, this role is critical to our success.
The Sr. CSM Operations Manager will work under our Revenue Operations organization within CS Operations. The role will partner with leadership to help them drive execution, evolution and scale of HashiCorp’s customer success strategy. Primary responsibilities include executing customer success strategic initiatives, driving customer success operational reporting, analytics and business insights, fiscal planning activities (e.g., coverage design, incentive models, customer portfolio analysis) and customer success data and system requirements for Gainsight and Salesforce, etc.
In this role you can expect to...
- Support CSM leadership in setting the vision and drive the strategic direction for global CSM best practices
- Consult and assist on the design and evolution of the CSM role, including Service Maps, Coverage Models, Process and Playbook Design, Data Management and Reporting in Gainsight with some overlay into Salesforce
- Track and drive priorities, strategy and direction for the systems, policies and data needed to support the CSM team by theater (AMER, EMEA, APJ) to keep leadership on track and executing
- Develop deep expertise and influence on the key Systems and data-flows that support the CSM and CSA functions, including Gainsight and SFDC, as well as other corporate or specialist systems that need to be developed to support the practice
- Lead all aspects of and assist in the development of Management and Executive CSM performance reporting and insights
- Develop and support the CSM org’s collaboration with other HashiCorp teams including Sales, Sales Operations, Product Management, Support and Professional Services
- Run and lead financial planning cycles for the CSM, including the development of coverage models, ratios, staff capacity and service levels
You may be a good fit for our team if you are...
- 5+ years of field customer success experience, operations, or a combination of these
- A driver, you get things done. There is no waiting for projects, you see a problem and provide thoughtful solutions.
- An excellent communicator- You know how to create strong relationships across various departments and speak their language and together create world-class programs.
- Eager to learn- You are up to date on the latest industry standards and tools to support a fast-growing sales org and partner ecosystem.
- Kind and sympathetic- You approach all peers, partners & customers with kindness and consideration.
- A challenger- You challenge the status quo with the goal of bringing in new innovative ideas and improving upon programs and processes.
HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be. #LI-MY1
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