Senior Customer Success Operations Manager

About Vercel:

Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier use Vercel to build dynamic user experiences on the web.

At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.

About the Role:

Vercel is looking for an experienced Senior Customer Success Operations Manager to drive retention and expansion efforts with GTM leaders. In this high impact role, you will have the opportunity to shape how Customer Success will deliver a world class experience at scale.

You will manage projects and programs end-to-end to deploy efficient processes and automation across our tech stack, drive visibility and transparency across customer KPIs and metrics, and implement and own operational cadences including forecasting, annual planning and quarterly business reviews.

The ideal candidate will have a high level of integrity, ambition, and knack for solving problems with a “find a way” attitude. You will be successful in this role with a growth mindset (willingness to give and receive constructive feedback), a genuine curiosity about how the business works and how to make it better, and exceptional communication skills and ability to stay calm under pressure.

What You Will Do:

• Collaborate directly with the Customer Success leadership and Revenue Operations partners to build efficient operational process and define customer playbooks
• Improve existing operational processes and systems to drive GTM efficiency; automate where possible and design systems that delight GTM stakeholders
• Create and own end-to-end project plans: Prioritize key initiatives, scope and execute work-stream proposals
• Manage Operational Cadences, such as Renewal Forecasting, Business Reviews, CS Company Goals and KPIs
• Support key initiatives, such as Digital and Pooled (At-Scale) strategy & programming
• Solve internal support requests: triage and/or resolve GTM requests from the field
• Create and maintain enablement assets on playbooks and training materials with field enablement

About You:

• 5+ years of experience in Customer Success Operations, Sales Operations
• 2+ years experience working with VP+ level stakeholders
• Analytics Experience: Execute analyses with no supervision in Excel including capacity planning, NRR forecasting, cohort analysis, if / then logic.
• Salesforce Experience (or CRM): Experience building reports and dashboards, understands standard object orientation, is knowledgeable about workflows / process builder.
• GTM SaaS Application Experience: Familiar with common SaaS GTM applications and is able to learn new tools (Outreach, BoostUp, Gainsight, etc.)
• Project / Program Management: Manage complex end-to-end project cycles including but not limited to requirements gathering, implementation, enablement, post-mortem and optimization.
• Prioritization: Ability to prioritize initiatives and deliverables in a fast-paced setting while minimizing distractions
• Track record of results in fast-moving environments and ability to excel under ambiguity

Bonus If You:

• Salesforce Certified Administrator
• SQL and Business Intelligence Experience
• Project / Program Management Certification

Benefits:

• Great compensation package and stock options.
• Inclusive Healthcare Package.
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
• Flexible Time Off - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays.
• Remote Friendly - Work with teammates from different time zones across the globe.
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.

The San Francisco, CA base pay range for this role is $140,000-$190,000.  This salary range is an estimate. Actual salary will be based on job related skills, experience and location. Pay ranges outside San Francisco may be  adjusted based on employee location.  The total compensation package also includes benefits and equity-based compensation. Your recruiter can share more about the specific pay range for your location during the hiring process.

Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.

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