Customer Success teams are expanding – not just in size, but in scope. New roles are emerging as CS is maturing as a specialty, specifically roles like Customer Success Operations (CS Ops).
At early-stage startups, Customer Success Managers will find themselves covering this function, but as the company grows, it can be extremely valuable to separate this function into a dedicated role within CS to help scale up.
What does a Success Operations Manager do?
Think of “Success Operations” as a product that promises to optimize processes for its customers, i.e. the Customer Success Managers.
CS Ops managers establish a baseline of productivity using metrics like net MMR churn and how difficult it is to learn about new product features. They talk to CSMs to learn what pain points they face in their day-to-day responsibilities and observe how processes currently work.
They segment the current customer base to distribute the workload effectively among CSMs. CS Ops managers look for consistent issues across the whole Success team, break the issues down into manageable components, and create solutions with measurable results.
“There is nothing so useless as doing efficiently that which should not be done at all.” – Peter F. Drucker
Using the information they’ve gathered, CS Ops managers may build tools like custom dashboards, or establish automatic workflows among software platforms to make the CSM’s job easier and help them be more productive.
A CS Ops manager will “onboard” CSMs, teaching them how to use the new tools at their disposal, and check in frequently with their “customers”. In this sense, they are CSMs to the CSMs.
In short, Customer Success Operations managers are responsible for providing tactical support to the rest of the Success team, helping them improve their KPIs and their efficiency.