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Director of Customer Success Operations

Customer Success Israel, Holon

Description

DealHub is a customer-focused company, and as our rapid growth continues, we are seeking for a CSM Ops Manager to help scale the growth of our Global CSM team and provide the highest standard of customer relations.

What You’ll Do

  • Own CS tech stack - strategy, design and integration, ongoing training and support to the teams, managing relationships with vendors, monitoring adoption and success
  • Own our customer portal tool and work hand in hand with relevant stakeholders on providing content and additional functionality
  • Recognize and recommend software system improvements and re-evaluate and maintain software systems as needed
  • Liaise with CS Ops team on dashboards/reporting and needs for CSMs
  • Work hand in hand with the Global CSM team, CSM leadership and other departments in the organization to facilitate new/ongoing projects, processes, and tools and provide feedback to relevant stakeholders
  • CSM Marketing, G2, Gartner, go live launches
  • Analyzing data, building reports and dashboards
  • Apply Forecasting models for expansion during renewals
  • Building repeatable processes to stabilize the scaling

Requirements

What You Have

  • 2+ years of CSM Ops experience in a SaaS B2B Company
  • English at mother-tongue level – must
  • Experience managing operational projects and/or processes from identification to implementation to execution
  • Experience leading change and adoption of tools and processes
  • Strong presentation skills
  • Excellent people skills
  • Data-oriented mindset, experience with Excel, PowerBI or similar BI tool and Salesforce
  • Excellent verbal and written communication skills - clear and articulate communicator
  • Team player mindset with proven ability to lead through influence
  • Bachelor's degree in Business Management / Economics / Information System Engineering

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