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We are a leader in the chargeback automation industry, providing hands-free solutions to help merchants reclaim their revenue. Our innovative AI-driven platform addresses payment disputes efficiently and accurately, allowing our clients to focus on their core business activities. We are a forward-thinking company that values innovation, responsibility, and fairness In this dynamic role, youll engage with customers strategically based on data insights, stepping in when churn risks or upsell opportunities arise. This approach allows you to focus on high-impact moments that drive retention and growth. Using your communication skills to build trust, address concerns, and expand accounts, youll navigate conversations with confidence and influence. If youre data -driven and adept at turning insights into action, this position offers the opportunity to make a significant impact on the customer journey and overall business success.
Key Responsibilities:
* Track and monitor account volume trends and performance metrics
* Use data -driven insights to anticipate and prevent potential churn.
* Assist support and onboarding teams in the post-go-live phase to ensure a smooth transition for low-touch accounts.
* Monitor early-stage account activity to ensure customers quickly realize value.
* Analyze data to understand natural growth trends and identify patterns that indicate customer readiness for expansion or upsell opportunities.
* Act as the escalation point when support needs more in-depth account analysis.
* Conduct ad-hoc portal training to help customers fully utilize the products capabilities.
* Provide regular reporting to internal stakeholders on customer health, churn risks, and growth potential.

Were looking for a strategic and execution-driven Senior Customer Success Operations Manager to help us scale and optimize our global CS and Support organization .

This individual will own the systems, data, and workflows that power our ability to deliver best-in-class customer experiences across segments, regions, and use cases from MSSPs to enterprise red teams.

This role is central to driving our operational maturity forward: from tooling and automation to customer health modeling and performance visibility across 1000+ accounts.




What You'll Own

Systems & Tooling

Lead the implementation and optimization of key tools (e.g., Gainsight, SFDC, Databricks) to support CS workflows, renewals, adoption tracking, and support ops
Partner with Product, R&D, and Support teams to align tech stack with EV/EM rollout phases and customer lifecycle milestones
Own ongoing configuration and governance of Salesforce for CS use cases including playbooks, task flows, renewal views, and reporting
Serve as the go-to SME for Gainsight (a plus) health scores, CTAs, journey orchestration, and adoption triggers


Data & Insights

Build scalable reporting models to track CS performance, GRR/NRR trends, usage signals, and early warning indicators
Design customer health scoring models using both structured inputs (e.g., ARR, support trends) and behavioral and adoption signals
Drive quarterly CS insights for leadership reviews and board presentations


Strategy & Enablement

Drive operational alignment across CS, MSSP, and Support teams to ensure SLAs, success plans, and validation strategies are measurable and scalable
Support customer segmentation and service tiering (e.g., Core Defense / Adaptive Security / Offensive Advantage) with relevant data views and automation
Partner with CS leadership on forecasting, headcount modeling, and compensation design support

We are looking for a passionate, customer-focused Customer Success Manager to lead the implementation and ongoing success of our product for our customers. As a CSM, youll be the trusted advisor and main point of contact for finance professionals - from mid-level managers to C-suite executives - helping them unlock the full potential of CONNECT. This is a fantastic opportunity to apply your FP&A knowledge in a tech-forward environment, drive high-impact engagements, and join a growing team with lots of room for professional growth.
What You'll Do:
Leverage our product to deliver clients impactful, real-time reporting solutions across Excel, ERP, CRM, and HRIS systems. Seamlessly access and integrate data from multiple sources-directly within Excel.
Provide recommendations for possible process changes to help optimize current procedures and maximize outcomes.
Build long-term strategic relationships with customers, gather requirements, and follow through with necessary financial reporting support.