Overview
Customer Success Operations Manager – Customer Feedback
We are seeking an experienced and data-driven Customer Success Operations Manager to lead the operation and execution of our Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programs including Product NPS. This is a key role in ensuring we continuously gather valuable customer feedback, analyse insights, and drive improvements across the customer experience. You will work cross-functionally with teams in Customer Success, Sales, Support, Product and Marketing to deliver actionable insights and enhance customer retention and satisfaction.
Key Responsibilities:
- Program Management:
- Lead the planning, execution, and optimization of the NPS, pNPS and CSAT programs across various touchpoints of the customer journey.
- Improve and maintain processes for collecting, analysing, and reporting on NPS, pNPS and CSAT data.
- Work with stakeholders to identify key metrics and customer touchpoints that impact overall customer satisfaction.
- Data Analysis & Insights:
- Analyse NPS, pNPS and CSAT data to identify trends, patterns, and areas for improvement.
- Prepare regular reports and presentations on NPS, pNPS and CSAT performance, highlighting actionable insights, root cause analysis, and recommended actions.
- Conduct deep dives into customer feedback, segmenting data by customer type, lifecycle stage, and other relevant categories to uncover actionable insights.
- Collaboration with Teams:
- Partner with Cross-functional teams to ensure alignment on customer feedback initiatives and act on findings to drive customer retention, product improvement, and growth.
- Work closely with the product team to create feedback loops that directly influence product development and feature prioritization based on customer sentiment.
- Help define customer success strategies and ensure NPS, pNPS and CSAT insights are integrated into ongoing customer success initiatives.
- Customer Engagement & Advocacy:
- Develop strategies to engage with promoters and detractors based on survey results, driving positive advocacy while addressing customer concerns effectively.
- Champion the voice of the customer internally to promote customer-centric decision-making across the organization.
- Process Improvement:
- Continuously assess and optimize the NPS, pNPS and CSAT survey processes, ensuring high-quality data collection and survey response rates.
- Implement automation and efficiency improvements to scale survey distribution and data processing.
- Monitor and improve customer touchpoints to enhance survey completion rates and data quality.
- Technology and Tool Management:
- Oversee the management of NPS/ CSAT inhouse tool and Gainsight PX, ensuring data integrity and seamless integration with other systems.
- Leverage customer feedback platforms, such as [insert platform names], to automate and streamline survey distribution and reporting.
Qualifications/Skills:
- Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
- 3+ years of experience in customer success operations, customer experience, or related roles, with a strong focus on NPS, CSAT, or customer feedback programs.
- Proven track record in program management, data analysis, and delivering actionable insights that improve customer satisfaction and retention.
- Strong analytical skills with the ability to transform complex data into clear, concise reports and presentations.
- Experience with Gainsight PX preferred
- Familiarity with customer feedback tools and platforms (e.g., Gainsight, Medallia, Qualtrics, etc.).
- Experience working cross-functionally with Customer Success, Product, Marketing, and Sales teams.
- Excellent communication and interpersonal skills with the ability to influence and collaborate with senior leaders.
- Ability to manage multiple projects simultaneously in a fast-paced environment.
- Experience with data visualization tools (e.g., Tableau, Power BI) to present insights.
- Advanced knowledge of customer success strategies and best practices.
Salary: Competitive Plus Bonus
Location: UK Remote
