Articulate Global LLC is seeking a Customer Success Operations Manager with a passion for designing operational processes and systems workflows that scale and will enable our Customer Success team to deliver exceptional value across our customer base with automation where possible. This role will act as a proactive problem-solver within the Customer Success Operations function in the optimization of processes, tools, systems and data inputs to increase efficiency and maximize revenue. This role will work collaboratively with other departments to drive operational improvements in alignment with our revenue goals. The ideal candidate enjoys thinking strategically, highlighting areas of improvement, and managing through rapid revenue growth.

What You'll Do:

• Own and drive high-impact, cross-functional initiatives, implementing scalable frameworks and predictive analytics to optimize efficiency, engagement, and revenue growth
• Develop and execute strategic programs integrating automation and best-in-class methodologies to scale Customer Success and boost retention.
• Lead enterprise-wide CS transformation initiatives, designing frameworks to enhance lifecycle management, retention forecasting, and revenue growth alignment.
• Partner with Enablement on training and support to the CS team on tools, processes and best practices
• Support key initiatives, such as Digital Customer Engagement strategy & programming
• Work closely with the Customer Success team and cross-functional partners (Sales, Operations, Marketing, etc) to proactively identify challenges that require operational solutions.
• Partner with Revenue Operations Analysts to manage and analyze customer data to provide actionable insights and support decision-making  with org-wide KPI measurement, forecasting, and renewal pipeline accuracy.
• Work collaboratively with our IT and Business Solutions teams to optimize systems and processes that support revenue growth.
• Maintain the CS technology stack to deliver on our strategic initiatives.
• Other duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

What You Should Have:

• 8+ years experience in Customer Success and/or Operations at a SaaS company
• Proficiency with CS tools and technologies (i.e Gainsight or ChurnZero). Admin experience or desire to develop experience. 
• Experience in data analysis and reporting in Salesforce and data visualization tools (i.e Looker and Tableau)
• Strong business acumen; able to translate high-level business challenges into detailed requirements and designs
• Strong communication skills; both written and verbal
• Ability to collaborate with a variety of stakeholders and cross-functional teams
• Excellent organization skills with experience building/managing project plans
• Ability to work independently and thrive in a fast-paced, constantly changing environment 
• Takes high degree of ownership and pride over their work
• Passion for continuous iteration and experimentation

The pay range for this position is $94,200 to $141,400for all US locations. Articulate takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. This position is also bonus eligible. Articulate also offers a robust suite of benefits, check out the website for a full list.
The application window for this position is expected to close 90 days from the original posting date. About us
Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that's engaging and effective.  Increasingly, organizations must reskill employees for ever-changing remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360-a suite of creator tools for online courses-was named the 7th most-loved product in the world by TrustRadius in 2021. And Rise-an all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manage-is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers.
Named one of Inc. Magazine's Best Workplaces 2022 and a leader in building a human-centered organization, Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a human-centered organization, we honor people's humanity knowing that each person's unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serious about our accountability to each other.  In all we do, we strive to create an equitable, sustainable, and empowering workplace while we drive results for the business and make a positive impact in the world. Read more about our values here. 
Articulate Global, LLC is an Equal Employment Opportunity and Affirmative Action employer and complies with all applicable federal, state, and local fair employment practices laws. All employment decisions at Articulate are based on business needs, job requirements, and individual qualifications directly related to the job, without regard to any protected characteristic or class, including, but not limited to, race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. Qualified candidates with criminal histories will be considered for this role in a manner consistent with applicable law. Articulate is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation related to the application process due to a disability, you may contact us at hr@articulate.com. (For information about Articulate's privacy practices, please view our Privacy Notice)
As an organization, we participate in E-Verify.PDN-9e795fb8-e8a9-4c23-8871-e5197d12c9fa