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AlphaSense is seeking a Manager of Customer Success Operations to join its Revenue Operations team. This is a critical role supporting the Customer Success organization—including Account Managers, CSMs, implementation specialists, and support teams—by developing enabling tools, streamlining processes, and driving productivity and efficiency across the CS function.
You will own core Customer Success metrics (NRR, GRR, renewal rate, usage and engagement KPIs), ensuring consistent definitions and reporting standards. You'll support the operating model and governance for strategic customer projects, optimize existing CS processes for scalability, and act as an escalation point for operational issues—from broken workflows to data discrepancies to urgent tooling problems.
Key responsibilities include: partnering with CS leadership to understand gaps and implement best practices; managing the Customer Success tool strategy across Salesforce, Gainsight, Clari, Gong, and Tableau; building playbooks, templates, and standards to scale customer programs; creating and optimizing reporting dashboards; and maintaining data governance practices that keep reporting trustworthy as the business scales.
You'll work closely with a dynamic Revenue Operations team of self-starters passionate about operations in a fast-paced environment. The role requires deep working knowledge of customer success and account management, with exposure to pre-sales and application specialist functions a plus.
AlphaSense is a market intelligence platform trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011 and headquartered in NYC with 2,000+ employees globally, the company recently acquired Tegus to expand its AI-driven insights capabilities.
