Sr. Manager, North America Customer Success Operations

Role Overview

The Sr. Manager, North America Customer Success Operations will lead operational strategies and execution for the customer success function across the North America region within the associated product lines. This leader will align strategy, processes, and resources to deliver exceptional post-sales experiences while driving long-term customer retention, growth and revenue generation. Partnering closely with North America's Commercial, Product, Marketing, and Finance teams and cross-functional stakeholders, this role ensures operational excellence, world-class customer support and seamless alignment between CS North America execution and Americas objectives.

Key Responsibilities

* Leadership:
Serve as a key member of the Americas Customer Success leadership team, representing Customer Success Operations and championing customer success priorities, and ensuring alignment with CS Americas initiatives.

* Strategy & Execution:
Lead the North America Customer Success Operations team, defining and executing regional strategies that support global objectives and elevate customer satisfaction, retention, growth and revenue generation.

* Operational Excellence:
Design and implement scalable processes across customer onboarding, health monitoring, renewals, and escalations, ensuring the reliable performance of all customer success systems and tools.

* Cross-Functional Collaboration:

Partner with regional customer success leaders and Sales, Product, Marketing, and Finance teams to deliver world-class customer experience and drive alignment on shared objectives, KPIs, and improvement initiatives.

* Insights & Analytics:
Analyze North America customer success metrics to identify regional trends, gaps, and opportunities. Convert insights into actionable recommendations that help leadership improve processes and allocate resources effectively.

* Team Leadership & Development:
Build, coach, and develop a high-performing regional team, fostering an inclusive, collaborative culture that drives accountability and results.

* Customer Advocacy:
Serve as the regional voice of the customer, ensuring local needs and challenges inform the development of global strategies and programs.

* Regional Coordination:
Act as the primary regional point of contact for North America Customer Success Operations, ensuring tight alignment with Americas customer success initiatives.

* Continuous Improvement:
Identify, implement, and refine best practices to continuously enhance customer success operations across North America.

* Budget & Financial Management:
Execute organization's budget, ensuring efficient resource allocation, cost optimization, and delivery against financial targets.