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AlphaSense is a market intelligence platform trusted by over 6,000 enterprise customers, including a majority of the S&P 500. The company uses AI-driven search and analytics to help sophisticated organizations remove uncertainty from decision-making. Following the 2024 acquisition of Tegus, AlphaSense has expanded its content universe and product capabilities across equity research, company filings, event transcripts, expert calls, and proprietary research.
The Senior Manager, Customer Success Operations is a critical leadership role within the Revenue Operations team. You will own the operationalization of strategic customer projects and roadmaps while building the tools, systems, and processes that enable Customer Success to scale. You'll serve as the primary partner to CS leadership on program design, execution rigor, and cross-functional delivery, act as the senior escalation point for operational breakdowns, and manage a Senior Analyst supporting deployments.
Key responsibilities include:
- Bring cross-functional fluency across customer success, account management, and go-to-market functions to set operational direction and strategy.
- Define and continuously improve the operating model, cadence, and governance for strategic customer projects, optimizing processes for scalability.
- Set the strategic framework for core CS metrics (NRR, GRR, usage KPIs) and connect them to business outcomes for program prioritization and executive reporting.
- Identify opportunities across the CS tool stack (Salesforce, Gainsight, Clari, Gong, Tableau) and partner on investment priorities.
- Act as senior escalation point for operational issues—broken workflows, data discrepancies, tooling problems—and drive fast, durable resolution.
- Own the Quarterly Business Review process end-to-end, building templates and prioritizing business asks.
- Partner closely with CS leaders, Product, Sales, Support, Finance, BI, and Revenue Operations on cross-functional initiatives.
- Decide which programs are ready to scale and in what order, ensuring playbooks hold up as coverage expands.
- Partner on KPI trackers, dashboards, and impact reporting that make programs measurable.
- Own accountability for the trustworthiness of CS reporting, ensuring QA, governance, data integrity, and field accuracy hold up under executive scrutiny.
You'll thrive in a fast-paced, dynamic environment and enjoy turning ambitious programs into scalable, repeatable motions.
