Customer Success Strategy & Operations Manager

United States, Remote

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OUR VISION: THE WORLD. SUBSCRIBED.

Customers have changed. They’re looking for new ways to engage with businesses. Consumers today have a new set of expectations. They want outcomes, not ownership. Customization, not generalization. Constant improvement, not planned obsolescence.  

In the old world (let’s call it the Product Economy) it was all about things. Acquiring new customers, shipping commodities, billing for one-time transactions. But in today’s new era, it’s all about relationships. More and more customers are becoming subscribers because subscription experiences built around services meet consumers’ needs better than the static offerings or a single product.

Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo and author of the best selling book Subscribed). 

As consumers wave goodbye to ownership, join us as we help companies win on their journey to usership!

YOUR MISSION:

The Customer Success Operations and Strategy Manager will be responsible for partnering with the success leadership team to identify areas of opportunity & inefficiency, provide recommendations to drive improvement in those areas, and champion consistently improving business performance. 

The impact of this role is analytical problem-solving, leading a high-performing team, partnering with senior cross-functional leaders and engaging the SaaS customer journey alongside overall business growth.

To be successful in this role, you will need to be driven, curious, intelligent and deeply passionate about Customer Success. This is a demanding role that requires strong priority management and interpersonal skills.

WHAT YOU’LL ACHIEVE

  • Own the Customer Success program, process, team enablement, data insights and tracking with the goal of improving the customer journey for our customers
  • Own and lead CS playbook formation and activation across the Zuora product offerings, driven by CS data & insights (ie product analytics, automated customer outreach, consumption metrics, integrations, etc)
  • Build & drive process, change management, systematic practice and tooling for Customer Success across product lines
  • Guide key cross-functional relationships as the owner-in-team of customer engagement KPIs including renewal/churn indicators, growth & usage trends and CSM performance metrics
  • Be a confident, hands-on organizational visionary with the ability to do the work, as well– you can see what needs to be done and work backwards to drive execution based on data
  • Coordinate with Customer Success and cross functional leaders and earn credibility through your expertise on process and systems as a strong communicator and effective influencer.
  • Lead with creative problem solving, and leverage data to drive influence and strategy while thinking of systems holistically 

WHAT YOU’LL NEED TO BE SUCCESSFUL

  • 3+ years experience of hands-on Customer Success Operations, Sales Operations, or a combination of both
  • Seasoned and mature strategy & analytics leadership working alongside senior executives (e.g. C-suite and Director/VP)
  • Track record of creating and delivering high profile strategic projects within a business, across functions and/or on global teams
  • Able to drive change management, build aligned tooling and develop methods to measure 
  • and systemize CS KPIs for internal teams and customers
  • Have led or influenced high-performing teams in a fast-paced environment
  • Have experience in a continually changing environment where you are agile and able to adjust strategies and realign priorities
  • Experience with sales, customer success, business operations or professional services in a strategic or operational role
  • Proven your ability to succeed in both collaborative and independent work environments
  • Experience with Success technology tooling (eg Salesforce, Gainsight, CS tools etc.)
  • College degree, MBA or equivalent preferred
  • Love of SaaS and fast-growth tech

 ABOUT ZUORA & OUR “ZEO” CULTURE

Zuora (NYSE: ZUO) Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-revenue process seamlessly across billing and revenue recognition. Zuora serves more than 1,000 companies around the world, including Box, Ford, Penske Media Corporation, Schneider Electric, Siemens, Xplornet, and Zoom.

At Zuora, we have one CEO but ​every employee is empowered and supported to be the ‘ZEO’ of their own career experience. By embedding inclusion and belonging into our processes, policies and culture, we are building a workplace where our 1,200+ ZEOs across North America, Europe, and APAC can bring all the elements of who they are into their work. In addition to an industry-leading six-month, 100% paid parental leave for all our ZEOs, we also offer programs to support your mental health and give back to our communities along with “career cash” and plenty of learning and development opportunities.

To learn more visit www.zuora.com

Zuora is proud to be an Equal Employment Opportunity Employer.

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com. 

#LI-MC1

#LI-Remote

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Let’s do this.

You’re unique and we’re on a journey – so let’s embark on a unique journey together. We encourage you to apply to all roles that utilize your skills and ignite the passion within you.

No matter where you’re located, or which team you work on, you’ll be part of a group of people working together to build a better world: The World Subscribed.

Go ahead and apply!

 

 

Get to Know Us

Go ahead, take a look inside #ZEOLife. Meet our ZEOs and learn what it’s like to be a part of our team.

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