Customer Success Operations Manager
Kenna Security is revolutionizing cyber risk with a SaaS-based platform that uses data science to combine vulnerability data with exploit intelligence to measure risk, predict attacks and prioritize remediation. We are leading the way in helping Enterprises to reduce their risk while increasing their efficiency and preventing attacks.
There are a lot of security companies out there, but no one is doing what Kenna is doing: giving our customers the ability to measure their risk landscape and truly protect their environments from the ever-present threat of a breach. As a result, we see phenomenal growth as some of the top companies in the world flock to our platform. We have robust venture funding, an astonishing team who will fight beside you to accomplish the impossible,
and we even offer excellent benefits and stock options.
We’re hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the Sr. Director of Customer Success and will be their trusted partner in defining customer success objectives, programs, strategy, tactics, metrics to implement process at scale and build an industry-leading customer experience.
GOALS AND OBJECTIVES
Help sales meet business objectives through customer advocacy initiatives.
Develop a customer lifecycle program by partnering with sales operations, marketing, etc.
Create focused playbooks for Customer Success to help at-risk customers and expand others.
Own and actively work Voice-of-the-Customer (VoC) programs for continuous improvement and providing closed-loop feedback.
Advocate for Customer Success within Kenna by providing actionable insights across the organization.
Evaluate customer interactions across all channels to help identify key areas of friction and opportunities- for -improvement to scale CS operations.
Drive a customer-first mentality across all part of the business within Kenna
Data and Process
Customer Journey: Fully define and track the steps to effectively deploy customers and the associated
milestones, deliverables and measures.
Communications: Coordinate customer touchpoints via CS, Support, Sales, Engineering, Product and Marketing teams to provide best possible customer experience and eliminate workflow friction.
Retention Management: Detect early signals of risk and identify proactive measures by designing programs and playbooks for CS to provide prescriptive guidance.
Align with Support for reporting and processes on CSAT, escalations, JIRAs, etc.
Help in analyzing Churn and sharing lessons learned for continuous improvement.
Help CSE Onboarding team overcome delays in implementation through process improvement.
Reporting: Deliver metrics to executives on results and KPIs for Customer Success via reporting dashboards.
Analysis: Provide analysis to enhance Customer Success engagement and procedures.
People and Systems
Team Structure: Segmentation of customers, assist with workflows, account distribution, etc.
Enablement: Provide presentation materials, tools, procedures and data that helps CS work more effectively.
Systems: Implement and manage software tools that facilitate CSM Ops activities
Passion for designing and implementing processes, procedures and programs.
Ability to break down ambiguous problems into concrete, manageable components & optimize solutions.
Enjoys “getting their hands dirty” digging into complex operations while taking a high degree of ownership.
Clear communicator with professional presence to present Kenna brand and represent Customer Success.
Strong listening skills; open to input from other team members and departments.
Ability to lead through influence.
Prior experience in CS Operations required.
Superior follow-through: Build trust and credibility by consistently delivering what you say you will.
Gainsight experience required and Influitive (or similar) experience preferred.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.