What are the responsibilities and job description for the Customer Success Strategy & Operations Manager position at Modern Health?
The Role
The Customer Success Strategy & Operations Manage is a highly visible role across Modern Health’s go to market teams. You will play a key role in driving the effectiveness and efficiency of our Customer Success (CS) team including development of strategy & processes and proactively managing the performance of the post-sales business. The role acts as an advisor to the CS leadership team and is responsible for driving performance, forecasting, retention and other high impact activities. This is a unique role where you will both shape leaderships’ thinking around business performance and create the operational frameworks to support Modern Health’s growth.
This position offers a candidate with experience in Consulting, CS/Revenue/Sales Operations, Business Operations, or Strategic Planning an exciting and high-profile opportunity to influence the trajectory of the business, interact with Modern Health’s most senior CS and executive business leaders, and become an impactful operator within Modern Health. In this position, you will report to the Senior Manager, CS Strategy and Operations.
This position is not eligible to be performed in Hawaii.
What You’ll Do
Data
- Develop deep understanding of the metrics that drive Customer Success and manage Client Success data with the goal of driving insights to actions
- Ensure data quality across various systems of record and flag areas of continuous improvement
- Monitor dashboards daily and communicate actionable insights to CS leaders to guide short- and long-term execution of goals
Process
- Provide project/program management and manage day-to-day CS operations tasks (e.g., reporting and analysis)
- Fully document existing and new/improved processes in a centralized location
- Collaborate with cross-functional teams (sales, marketing, product, operations, compliance, etc.) to implement Client experience process improvements
Technology
- Directly contribute to the CS business strategy by designing and implementing new or improved technical processes and workflows within the CS technology stack
- Design and implement digital success programs and journey orchestration within Gainsight for the tech-touch Client segment
- Manage our systems and tools as well as the implementation of new solutions, including requirement gathering, design, testing, training, successful roll out and continuous improvements within the CS technology stack
- Make recommendations to improve effectiveness and efficiencies or our tools through development and adoption of best practices and standardized procedures
Who You Are
- 3 years in management consulting, Customer Success or Business Operations
- Knowledge and experience with typical CS SaaS tech stack such as SFDC, Gainsight, Marketo, Looker, and Gong with specific expertise in Salesforce and Gainsight
- Experience using and developing reports, metrics and dashboards with Salesforce, Looker or other relevant business intelligence tools
- Deep interest in analyzing data and the ability to see beyond the numbers to drive sound decision-making
- Experience designing and executing complex data analyses to deliver insights on business performance
- Strong project management skills and ability to mobilize cross-functional teams towards common goals
- Experience working in high-growth, performance focused environments
- Able to move seamlessly from big picture thinking to operational tactics
- Experience working in Enterprise SaaS businesses
Benefits
Fundamentals:
- Medical / Dental / Vision / Disability / Life Insurance
- High Deductible Health Plan with Health Savings Account (HSA) option
- Flexible Spending Account (FSA)
- Access to coaches and therapists through Modern Health's platform
- Generous Time Off
- Company-wide Collective Pause Days
Family Support:
- Parental Leave Policy
- Family Forming Benefit through Carrot
- Family Assistance Benefit through UrbanSitter
Professional Development:
- Professional Development Stipend
Financial Wellness:
- 401k
- Financial Planning Benefit through Origin
But wait there’s more…!
- Annual Wellness Stipend to use on items that promote your overall well being
- New Hire Stipend to help cover work-from-home setup costs
- ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more
- Monthly Cell Phone Reimbursement
