Senior Manager

Senior Manager, Customer Success Operations

The Senior Manager, Customer Success Operations is responsible for designing, developing, implementing, and improving the operations functions of the Global Customer Success team at Forcepoint. This is a senior role that involves managing three distinct functions: Gainsight Operations, Onboarding Acceleration, and Scaled Digital Success. In addition to leading these teams, this individual will be a key strategic planning partner to the Customer Success leadership team and report directly to the Vice President of Customer Success.

Essential Functions

Gainsight Operations

• Manage the day-to-day operations of the Gainsight administration function, ensuring quality delivery of Gainsight configurations and associated projects.
• Establish a request intake, prioritization, and approval process to ensure all requests are properly evaluated and those with the greatest business impact are properly prioritized.
• Create processes to report on project progress and to educate users on recent changes and best practices for how to use Gainsight in their typical job duties.
• Lead initiatives to improve the quality of playbooks, success plans, customer surveys, and other customer workflows.

Onboarding Acceleration

• Bring an experienced point of view on how to run an efficient and effective onboarding program and use that knowledge to improve the process and function of the onboarding team
• Provide leadership and oversight to the team of onboarding specialists as they assist customers with migrating to Forcepoint products.
• Coach and mentor the onboarding specialists, assisting them in overcoming obstacles and barriers to success, both internal and external.
• Consolidate feedback from customer experiences to share with internal teams and create reporting views to measure program success.

Scaled Digital Success

• Lead the digital content developer as they identify opportunities to deliver customer success at scale to Forcepoint’s customer base, with a particular focus on lower-touch customers who may not have a named customer success manager.
• Implement cutting edge industry techniques such as generative AI and multi-channel communication mechanisms to increase the reach of our digital programs.
• Build operational reporting frameworks to measure success of the various digital scale outreach programs and seek continual improvement.
• Lead the team as they manage our Voice of the Customer programs, scaled office hours programs, and quarterly reporting of scaled programs

Continued...

• Work with the Customer Success leadership team to improve operational processes and to discover operational efficiencies.
• Support the Vice President of Customer Success with annual and quarterly strategic planning and business reporting to executive leadership, including customer retention, costs, and methods & staffing.
• Collaborate cross-departmentally with counterparts in Finance, Product, Renewals, and other teams in the interests of improving the customer experience.
• Make recommendations concerning the needs of the department to meet expected growth and long term strategic plans, and create a positive workplace with opportunities for the team.
• Strong personal drive for quality; ability to train and mentor others in their career.
• Performs other duties and projects as assigned.

Education and Experience

• Bachelor’s degree in Computer Science, Business, Communications, or related field, or equivalent experience.
• 5-8 years of progressive management experience, extensive experience managing teams in an Operations and/or Customer Success function.
• Has previously managed different functions simultaneously and understands how to prioritize and balance time to ensure appropriate progress on the right initiatives.
• Requires strong data and analytical skills, including strong proficiency in Microsoft Excel/Google Sheets, PowerPoint, and BI tools. Salesforce and Gainsight experience preferred.
• Excellent verbal and written communications with outstanding analytical and problem-solving skills are essential to represent this position.