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- Tasks: Lead customer feedback programs and analyse data to enhance customer satisfaction.
- Company: Join a dynamic team focused on improving customer experiences in Manchester.
- Benefits: Enjoy competitive pay, bonuses, and benefits with opportunities for remote work.
- Why this job: Make a real impact on customer success while collaborating with diverse teams.
- Qualifications: 3+ years in customer success operations; strong analytical and communication skills required.
- Other info: Experience with Gainsight PX and data visualisation tools is a plus.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking an experienced and data-driven Customer Success Operations Manager to lead the operation and execution of our Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programs including Product NPS. This is a key role in ensuring we continuously gather valuable customer feedback, analyse insights, and drive improvements across the customer experience. You will work cross-functionally with teams in Customer Success, Sales, Support, Product and Marketing to deliver actionable insights and enhance customer retention and satisfaction.
Key Responsibilities:
- Program Management: Lead the planning, execution, and optimization of the NPS, pNPS and CSAT programs across various touchpoints of the customer journey. Improve and maintain processes for collecting, analysing, and reporting on NPS, pNPS and CSAT data. Work with stakeholders to identify key metrics and customer touchpoints that impact overall customer satisfaction.
- Data Analysis & Insights: Analyse NPS, pNPS and CSAT data to identify trends, patterns, and areas for improvement. Prepare regular reports and presentations on NPS, pNPS and CSAT performance, highlighting actionable insights, root cause analysis, and recommended actions. Conduct deep dives into customer feedback, segmenting data by customer type, lifecycle stage, and other relevant categories to uncover actionable insights.
- Collaboration with Teams: Partner with cross-functional teams to ensure alignment on customer feedback initiatives and act on findings to drive customer retention, product improvement, and growth. Work closely with the product team to create feedback loops that directly influence product development and feature prioritization based on customer sentiment. Help define customer success strategies and ensure NPS, pNPS and CSAT insights are integrated into ongoing customer success initiatives.
- Customer Engagement & Advocacy: Develop strategies to engage with promoters and detractors based on survey results, driving positive advocacy while addressing customer concerns effectively. Champion the voice of the customer internally to promote customer-centric decision-making across the organization.
- Process Improvement: Continuously assess and optimize the NPS, pNPS and CSAT survey processes, ensuring high-quality data collection and survey response rates. Implement automation and efficiency improvements to scale survey distribution and data processing. Monitor and improve customer touchpoints to enhance survey completion rates and data quality.
- Technology and Tool Management: Oversee the management of NPS/CSAT in-house tool and Gainsight PX, ensuring data integrity and seamless integration with other systems. Leverage customer feedback platforms to automate and streamline survey distribution and reporting.
Qualifications/Skills:
- Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
- 3+ years of experience in customer success operations, customer experience, or related roles, with a strong focus on NPS, CSAT, or customer feedback programs.
- Proven track record in program management, data analysis, and delivering actionable insights that improve customer satisfaction and retention.
- Strong analytical skills with the ability to transform complex data into clear, concise reports and presentations.
- Experience with Gainsight PX preferred.
- Familiarity with customer feedback tools and platforms (e.g., Gainsight, Medallia, Qualtrics, etc.).
- Experience working cross-functionally with Customer Success, Product, Marketing, and Sales teams.
- Excellent communication and interpersonal skills with the ability to influence and collaborate with senior leaders.
- Ability to manage multiple projects simultaneously in a fast-paced environment.
- Experience with data visualization tools (e.g., Tableau, Power BI) to present insights.
- Advanced knowledge of customer success strategies and best practices.
Customer Success Operations Manager employer: IRIS - Networx Services
Contact Detail:
IRIS - Networx Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Operations Manager
✨Tip Number 1
Familiarise yourself with NPS and CSAT methodologies. Understanding how these metrics work and their importance in customer success will help you speak confidently about them during interviews.
✨Tip Number 2
Network with professionals in customer success operations. Attend industry events or join online forums to connect with others in the field, which can provide insights and potentially lead to referrals.
✨Tip Number 3
Showcase your analytical skills by preparing examples of how you've used data to drive improvements in customer satisfaction. Be ready to discuss specific projects where your insights made a difference.
✨Tip Number 4
Research StudySmarter's current customer success initiatives. Being knowledgeable about our strategies and challenges will demonstrate your genuine interest in the role and how you can contribute.
We think you need these skills to ace Customer Success Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success operations, data analysis, and program management. Use specific examples that demonstrate your ability to improve customer satisfaction and retention.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your skills align with the role. Mention your experience with NPS and CSAT programs, and how you can contribute to enhancing customer experiences at the company.
Showcase Analytical Skills: Provide examples of how you've used data analysis to drive improvements in customer satisfaction. Highlight any tools or platforms you've worked with, such as Gainsight or Tableau, to demonstrate your technical proficiency.
Highlight Cross-Functional Collaboration: Emphasise your experience working with various teams, such as Sales, Product, and Marketing. Illustrate how you've successfully collaborated to implement customer feedback initiatives and drive product improvements.
How to prepare for a job interview at IRIS - Networx Services
✨Know Your Metrics
Familiarise yourself with key metrics like NPS and CSAT before the interview. Be prepared to discuss how you've used these metrics in past roles to drive customer satisfaction and retention.
✨Showcase Data Analysis Skills
Prepare examples of how you've analysed customer feedback data in previous positions. Highlight specific trends you identified and the actionable insights that resulted from your analysis.
✨Demonstrate Cross-Functional Collaboration
Be ready to share experiences where you've worked with different teams, such as Sales or Product, to implement customer feedback initiatives. Emphasise your ability to influence and align stakeholders towards common goals.
✨Prepare for Scenario Questions
Anticipate scenario-based questions related to customer engagement and process improvement. Think about how you would handle a situation with a detractor or how to optimise survey processes for better response rates.
