Customer Success Operations Manager

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Role

The Customer Success Operations Manager plays a critical role in driving the efficiency and effectiveness of the Customer Success Department. This position is responsible for optimizing processes, managing data and reporting, and ensuring seamless collaboration between teams to enhance the overall customer experience. Additionally, this role involves coaching and training the Customer Success Operations Team, tracking key performance metrics, and spearheading initiatives to improve client engagement and retention. The ideal candidate will be highly analytical, process-oriented, and passionate about delivering exceptional customer outcomes.

What you'll do

Team Leadership & Client Support

• Lead and support a team in delivering exceptional client support services.
• Review, monitor, and maintain your team's performance against their goals.
• Track and manage client escalations, ensuring timely resolution and high satisfaction levels.
• Conduct weekly and monthly feedback and coaching sessions to enhance team effectiveness.
• Present team performance updates on a weekly and monthly basis.
• Obtain client feedback to identify areas for improvement in support processes and service delivery.
• Serve as the first escalation point of contact for your team and our clients.
• Stay on top of outstanding client issues and ensure proper follow-up and resolution.
• Develop a deep understanding of our service offerings to provide effective support and recommendations to clients.
• Lead monthly business reviews within your team to assess service performance and identify growth opportunities.
• Ensure accurate documentation of client interactions and business reviews within our internal CS Tools.
• Generate progress reports aligned with client objectives and organizational goals.
• Use client feedback to drive continuous improvements in service and support processes.
• Train, develop and share best practices with team members to improve efficiency and quality of service.
• Champion timeliness in addressing client requests and concerns.
• Achieve the set team OKRs and metrics related to client support and success.

Operational Efficiency & Process Optimization

• Develop, refine, and document customer success processes to improve team efficiency.
• Identify bottlenecks in workflows and implement solutions to streamline operations.
• Ensure consistency in customer engagement by maintaining and updating playbooks, templates, and best practices.
• Optimize tools and workflows to enhance client support efficiency and effectiveness.
• Oversee data management, reporting, and analytics to gain insights into client support trends.
• Collaborate with cross-functional teams, including Sales, Talent Acquisition, HR, and Finance, to improve client satisfaction and retention.
• Manage client support tools and platforms (e.g., CRM, support ticketing systems) for seamless operations.
• Monitor key performance metrics and recommend improvements based on data-driven insights.
• Drive process automation and operational improvements to increase team productivity.
• Train and support Community Support Specialists in operational best practices.
• Own documentation and playbook creation for client support and success processes.

Data Management & Reporting

• Track key Customer Success metrics (e.g., churn rate, NPS, CSAT, adoption, engagement) and provide insights to leadership.
• Analyze customer data to identify trends, risks, and opportunities for proactive engagement.
• Maintain CRM and other customer success tools, ensuring data accuracy and usability.

Technology & Tool Management

• Oversee and optimize Customer Success tools such as CRM, CS platforms, and automation tools.
• Collaborate with IT and other departments to ensure seamless integrations and functionality of systems.
• Train the Customer Success team on best practices for using technology effectively.

What You Bring

• 5+ years of experience in Client Support, Customer Success Operations, or a related field.
• 5+ years of experience leading a team
• Exceptional communication and problem-solving skills.
• Strong analytical skills with experience in reporting and data visualization tools (e.g., Excel, Tableau, Looker).
• Previous experience leading process improvement initiatives.
• Proficiency in CRM and client support platforms (e.g., Planhat, Zendesk, HubSpot, Zoho, Netsuite, Gainsight).
• Excellent project management skills with a track record of implementing scalable processes.
• Ability to manage multiple priorities in a fast-paced, client-focused environment.

Nice to Have

• Experience with automation tools and workflow optimization.
• Project Management Certification