Similarweb is the leading digital intelligence platform used by over 3500 global customers. Our wide range of solutions are used by companies like Google, eBay, & Adidas.

We help our customers succeed in todays digital world by giving them access to data-driven insights, competitive benchmarks, strategic analysis, & more.  

In 2021, we went public on the New York Stock Exchange, & we havent stopped growing since!  

We are seeking a highly motivated & experienced Senior CS Operations Manager to join our global Customer Success (CS) organization. In this pivotal role, you will drive operational excellence & strategic initiatives that enhance our customer success processes, enabling our team to deliver exceptional value to our clients. You will collaborate closely with cross-functional teams (CS, support, commercial, data, consultants, product, operations) to support our customer success organization & help us achieve our long-term goals.

This role will report to the AVP of Field Growth within our Business Operations team. 

As a main function of the Revenue Operations department, the CS Operations Manager will collaborate with the Sales, Account Management, & Client Services Directors & their teams to drive business insights, flag areas of risk & opportunity, enforce workflows, drive adoption, & track KPIs.

If youre passionate about working with data, eager to create processes & solutions based on insights, & a leader & teamwork player, this position is right for you.

So, what will you be doing all day?

• Trusted Advisor: Act as the CS VP right hand & main Ops POC.
• Strategic Leadership: Lead & execute initiatives that improve customer success operations, ensuring alignment with business objectives & customer needs.
• Process Improvement: Identify areas for operational enhancement & implement best practices & global initiatives to streamline processes, enhance efficiency, ensure alignment across different regions, & improve the overall customer experience.
• Data Analysis: Analyze customer success metrics & KPIs to drive informed decision-making & optimize customer engagement strategies. Conduct periodic quantitative & qualitative data analyses to identify trends, extract business insights, flag areas of risk & opportunity, & forecast future business results.
• Performance Management: Lead cadences with the organization's senior leaders to track & monitor the performance of the ICs & plan the future workforce. Own & lead end-to-end optimization initiatives to improve reps & overall teams performance.
• Cross-Functional Collaboration: Work closely with Sales, Support, Product, & other teams to ensure seamless communication & collaboration across the organization.
• Tools Management: Support the implementation & oversee the adoption & utilization of tools that support customer success efforts, including CRM systems & customer feedback platforms. Work with the teams to drive the adoption, ensure hygiene, & enforce operational tools & workflows. Build & maintain dashboards & reports to optimize operational day-to-day processes.
• Stakeholder Engagement: Build strong relationships with internal stakeholders & provide regular updates on CS initiatives, challenges, & successes.
• Project Management: Lead & manage multiple projects simultaneously & collaborate with cross-functional teams to ensure timely delivery & alignment with strategic priorities. 

This is the perfect job for someone with:

• 6+ years of experience in business analytics, business operations, and/or consulting roles
• 3+ years of experience in CS operations or other CS cross-functional roles
• Strong analytical & operational skills Must
• Excel & Salesforce proficiency - Must
• Project Management Experience - Must
• Ability to extract business insights & draw action items from data - Must 
• International business experience in a global company - Must
• Strong presentation skills - Must 
• Exceptional attention to detail - Must 
• Excellent Interpersonal skills - Must 
• Previous Revenue/CS Operations experience in SaaS B2B companies - Advantage
• CS Platform Proficiency (Catalyst, Totango, Gainsight, etc.) - Advantage
• Revenue forecasting experience - Advantage
• MBA - Advantage

Why youll love being a Similarwebber:

Youll actually love the product you work with: Our customers arent our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said the product. Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.

Youll find a home for your big ideas:  We encourage an open dialogue & empower employees to bring their ideas to the table. Youll find the resources you need to take initiative & create meaningful change within the organization. 

We offer competitive perks & benefits: We take your well-being seriously & offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings & happy hours.

You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether its Career Week, personalized coaching, or our ongoing learning solutions, youll find all the tools & opportunities you need to develop your career right here.

Diversity isnt just a buzzword: People want to work where they can be themselves. We strive to create a workplace that reflects the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity, & experience. We believe our culture of equality & mutual respect also helps us better understand & serve our customers in a world that is becoming more global, more diverse, & more digital every day.