Customer Success Manager Hybrid; Bay Area, CA

Position: Customer Success Manager - Contract - Hybrid (Bay Area, CA)
Customer Success Manager - Contract - Hybrid (Bay Area, CA)

About the Role

Our client is looking for someone strong in solving tough challenges and enjoys creating, documenting, and executing processes. The ideal candidate will have robust business analysis skills to analyze complex ways of working and turn them into efficient and optimized solutions. This role will also collaborate with Program Managers, document escalation points, and build operational solutions that can be scaled across all global regions.

Key Responsibilities:

• Design, document, and manage Operational Processes prioritized by Customer Success Leadership.
• Execute critical Customer Success Operations processes.
• Conduct regular process evaluation review cadence.
• Conduct analysis on problems or existing processes and provide recommendations that drive efficiency and optimization.
• Partner within the CS Enablement team to identify and determine RTB needs and requirements.
• Investigate identified gaps and issues within current operational processes and partner with appropriate teams to create a resolution plan.
• Create proposals for operations solutions to CS Leadership and CS Leadership for escalation support and prioritization.
• Partner with communications and learning teams for effective rollouts.
• Collaborate with CX Strategy, CX Systems, and Rev Ops teams to deliver major Operational Process initiatives.

Required Skills:

• Bachelor's degree in business or related field or commensurate experience.
• 3+ years' experience in customer Success
  , Process, Operations, or project management
  . Experience working with a Customer Success environment is preferred.
• Experience with Miro or other Process Mapping tools is nice to have
  .
• Outstanding writing and communication skills with a focus on content structure and style.
• The ability to adapt to the changing needs of your role and the skill for spotting new opportunities that align with business priorities.
• Ability to work across design and writing tools (
  Google Docs/Sheets/Slides - preferred).
• Strong cross-functional collaboration and relationship-building.
• Project Management Skills are required.
• Comfortable with data analysis.

Duration - 6M

Rate - 45-50/hr DOE

Location - Pleasanton, CA.

Setting - Hybrid (1-2 Days every week)

The interview process will include two rounds of technical interviews.