Senior Manager, Customer Success Operations

Red Canary was founded to create a world where every organization can make its greatest impact without fear of cyber threats. We're a cyber security company who protects, supports and empowers organizations to make better security decisions so they can focus on their mission without fear of cyber threats.

The combination of our market-defining technology and expertise prevents breaches every day and sets a new standard for partnership in the industry. We're united in our commitment to customers and grounded in our values, which earned us a place on the Forbes Best Start-up Employers 2022 list.  If our mission resonates with you, let's talk.

- Do what's right for the customer

- Be kind and authentic

- Deliver great quality

- Be relentless

We are looking for a structured and highly collaborative leader to join our Customer Success team as the Senior Manager, Customer Success Operations. You will have the opportunity to be at the forefront of building scalable, recurring revenue best practices that will enhance Red Canary's Customer experience and enable sustainable growth of our customer base. 

The Senior Manager, Customer Success Operations reports to the VP, GTM Operations & BI and works closely with our Revenue, Operations, and Platform Teams. Through your leadership, you will help accomplish Red Canary's mission to make security better for businesses of all sizes. A results-driven, structured and organized yet approachable leader who loves problem solving and collaborating with other teams. You have an eye for finding gaps and inefficiencies in workflows and processes, and have the knowledge and experience to fix and solve for those gaps, while leaning on other team members for their knowledge. You have the ability to recognize the 30,000ft view of our Customer Success programs, while being able to live in the details to help our individual Customer Success Managers be as successful as they can. 

What You'll Do

• Lead strategic and operational initiatives that drive improvement across the Customer Success team's north star metrics - Gross Retention, Net Retention and NPS currently. 
• Lead and refine Red Canary's customer lifecycle process at scale, supporting the Customer Success team with insights and workflows to maximize customer retention and enable customer expansion
• Drive accurate renewal, risk, and expansion forecasting across the organization, help data consumers understand and action on their data.
• Develop new and refine existing CSM processes based on alignment with Customer Success leadership objectives and CSM feedback around top needs, for example Risk Operations: Health Scoring, risk identification and risk mitigation processes, Expansion Operations: Processing overages, identifying upsell opportunities, Core CS Processes: Customer onboarding, account sync facilitation, and renewal management. 
• Develop and deliver GTM initiatives to improve the effectiveness and efficiency of onboarding, adoption, renewal sales and expansion capabilities for Red Canary Customers including Customer journey development and listening points, Lifecycle management processes and playbooks, Customer Health Scoring, GTM, time to value, adoption & retention campaigns, including collaboration with Sales, Marketing, Product, and Operations teams
• Work with enablement or as an individual to train Customer Success Managers on process, tool and playbook updates.
• Administer specific Customer Success-owned tools like ChurnZero, including making updates to configuration and ensuring data integrity.
• Provide project leadership and management when appropriate, specific to tool implementations, major project deployments and operational changes
• Identify, design and build at-Scale programs to support digital-led, human assisted engagement strategies to increase overall engagement with customers. 
• Lead with creative problem solving, understanding the inputs required to define the strategy while considering the holistic organizational operating system
• Serve as an advisor and sounding board to Customer Success and GTM leadership
• Influence company-wide culture of Customer Success as a Revenue Growth Engine
• Drive alignment of cross-functional teams to help solve Red Canary's most strategic recurring revenue at scale initiatives
• Partner with Product, bringing "voice of customer" to Product teams

What You'll Bring

• Past experience in operations leadership for a complex SaaS renewal and expansion Customer Success team required 
• Experience with an agile/scrum work and iteration framework
• Minimum of three years experience working in Customer Success Operations
• Experience working as or with Customer Success Manager for a SaaS technology company, with subscription-based product models
• Experience forecasting renewals and expansions, including tooling and operations workflows, especially with Salesforce CPQ
• A proven track record for creating and evolving new and existing processes to drive standards and practices to increase efficiencies within a fast-paced organization
• Experience working with Salesforce & Salesforce CPQ, ChurnZero and/or Gainsight, Tableau / Domo / Alteryx data visualization platforms preferred
• Experience working with Slack (specifically integrations)

Compensation Range: $145,000 - $175,000 + bonus and equity

Application Deadline: March 12, 2024

Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way. 

At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers' security. For a full list of benefits, please review our Benefits Summary:

https://resource.redcanary.com/rs/003-YRU-314/images/RedCanary_2024BenefitsSummary.pdf?version=0