Customer Success Manager at Black Duck Software, Inc. supporting enterprise software adoption and renewal targets using a digital - first engagement strategy.
About the role
- Customer Success Operations Manager enhancing CS tools and processes for better post-sales experience. Collaborating with teams to improve operational efficiency and data insights.
Responsibilities
- Support CS Operations: Partner with the Senior CS Operations & Strategy Manager to execute projects, troubleshoot workflow issues, and analyze data to support strategic decisions.
- Support GTM Data Needs: Respond to ad-hoc analytics and data ticket requests from CS and other GTM teams, delivering timely, accurate insights to inform decision-making.
- Own Reporting Infrastructure: Create dashboards and reporting frameworks that surface actionable insights across implementation, adoption, risk, renewals, and NRR.
- Ensure Data Integrity: Own data hygiene across platforms, resolve discrepancies in customer data, and maintain accurate segmentation and health score logic.
- Drive Operational Efficiency: Analyze and improve CS processes to reduce manual work, increase team efficiency, and ensure scalability of workflows like onboarding, QBRs, and renewal tracking.
- Manage Tooling & Automation: Manage and optimize the CS tech stack (Gainsight, Salesforce, Gong), implement lifecycle automations, and support feature rollout and user adoption across the team.
- Maintain Documentation: Create and maintain documentation for processes, procedures, and best practices.
Requirements
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- 1 - 3 years of experience in Operations, Business Analytics, or a similar analytical role.
- Proficiency in SQL is required – must be able to write and troubleshoot complex queries independently.
- Proficiency in advanced Microsoft Excel, including pivot tables and data modeling, is required.
- Strong attention to detail, analytical skills, and ability to proactively solve problems.
- Ability to manage multiple workstreams, communicate clearly, and collaborate cross-functionally.
- Preferred proficiency in Salesforce or a similar CRM.
- Experience in operations/analytics, preferably within a Customer Success or Sales environment.
Benefits
- Canary Days: As a company we want to ensure that the team has time to recharge. Each month we provide company wide days off to ensure there is at least one extended weekend or day off.
- Self Improvement Club: We meet each month and share our personal goals for the month. Each individual is provided a budget towards any purchases that help us achieve these goals.
- Professional Development Chats: We provide budget to help drive cross functional professional development conversations across the organization.
- Travel Reimbursement: Team members are able to visit our offices across New York, San Francisco or Dallas when they choose, and are provided a travel stipend for doing so. Spend time working with the team in their office, and use the rest of your time exploring a new city!
- Personal Travel Reimbursement: If you stay at a hotel that Canary works with, we provide a credit towards your stay.
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