About this role.
This role involves owning the operational strategy and tooling for AlphaSense's Customer Success organization. The Manager will drive key metrics like NRR and GRR, optimize processes, and support systems such as Salesforce and Gainsight. It requires strong cross-functional partnership, data-driven decision-making, and a deep understanding of customer success dynamics. The environment is fast-paced and challenging, with a focus on scaling programs for enterprise customers. This position is critical for improving productivity and efficiency across the CS team.
Role DNA
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Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
4/5Communication Load
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Manager, Customer Success Operations position at AlphaSense. With a strong background in revenue operations and a passion for building scalable systems, I have successfully managed CS metrics and tools such as Salesforce and Gainsight to drive retention and growth. My experience collaborating with CS leadership to improve processes and reporting aligns perfectly with the responsibilities outlined. I thrive in fast-paced environments and am eager to bring my operational expertise to AlphaSense's mission of empowering decision-makers. Thank you for considering my application.
Sample interview questions
In my previous role, I noticed a gap in renewal tracking, so I implemented a standardized dashboard in Gainsight that flagged at-risk accounts based on usage. This allowed CSMs to act earlier and improved our renewal rate by 8% within two quarters.
I would start by partnering with finance and CS leadership to align on the exact formula and time window, then document the definition and ensure consistent data sources in Salesforce and our data warehouse. I would also create a governance process to handle exceptions and changes.
I have led the rollout of Gainsight's customer health scores and integrated it with Salesforce to automate workflows. I also built reports in Tableau for executive reviews, ensuring data accuracy and adoption.
I would quickly assemble the relevant stakeholders, triage the root cause, and implement a temporary manual process if needed to minimize impact. After resolving the immediate issue, I would drive a permanent fix and document the lesson learned to prevent recurrence.
I use a framework that ranks tasks by impact and urgency, aligning with leadership's top KPIs. I also set aside dedicated time for strategic work and communicate trade-offs with stakeholders to ensure transparency.
About AlphaSense:
The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.
The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!
About the Role
The Manager, Customer Success Operations is a critical role within our Revenue Operations team, developing key enabling tools, streamlining processes, and acting as a true partner to our Customer Success organization, including Account Managers, Customer Success Managers and Support teams. You’ll support our tools and processes with the overall goal of improving productivity and efficiency across the CS team, and you’ll have a direct hand in driving our core KPIs around adoption, retention, and growth given how closely you’ll partner with Customer Success leadership.
About the Team
The Customer Success – Revenue Operations team at AlphaSense drives productivity and improves efficiency for our account managers, CSMs, implementation specialists, support specialists, and leadership. We create and implement operational reporting and analytics, improve processes, and enable strategic initiatives that impact the revenue organization. At our core, we are a dynamic team of highly driven self-starters who are passionate about operations and thrive in a fast paced, challenging environment.
What You’ll Do
Domain Expertise: Apply deep working knowledge of customer success and account management to guide how Customer Success Operations supports the broader CS org. Exposure to pre-sales and application specialist functions is a plus.
Program & Process Operationalization: Support the operating model, cadence, and governance for our roadmap of strategic customer projects, and optimize existing Customer Success processes to ensure scalability as we grow.
CS Metrics Ownership: Own the definitions, methodology, and standards behind our core Customer Success metrics, including NRR, GRR, renewal rate, and usage and engagement KPIs, ensuring consistency across reporting and business reviews.
Technology & Workflow: Support our Customer Success tool strategy across systems like Salesforce, Gainsight, Clari, Gong, and Tableau, executing on priorities identified by CS leadership.
Firefighting & Escalation: Act as an escalation point for operational issues, whether a broken workflow, data discrepancy, or urgent tooling issue, and drive fast, durable resolution.
Relationship Building: Develop strong relationships with the Customer Success team to understand and implement best practices, focusing on where they lack visibility or see gaps in process.
Scale & Repeatability: Build the playbooks, templates, and standards needed to expand customer programs from a handful of accounts to full coverage across strategic segments.
Data Partnership: Partner with the Senior Manager, Customer Success Operations on the KPI trackers, dashboards, and impact reporting that make each program measurable.
Reporting: Create and optimize reporting and dashboards, including attainment, trends, and on demand dashboards. Support data governance practices, consistent source of truth, clean hierarchy data, accurate field population, that keep our reporting trustworthy as the business scales.
Who You Are
5 to 8 years of experience working within a Revenue organization, playing a key role in driving productivity for the Customer Success team.
Prior people management experience required.
Operations professional with a passion for driving productivity, improving processes, and using new technology to drive revenue at a high growth B2B SaaS company.
Strong understanding of core SaaS and Customer Success metrics, including NRR, GRR, renewal rate, and usage-based KPIs, with experience owning metric definitions and standards, not just reporting on them.
Experience optimizing and rolling out new technology, workflows, and processes within a revenue organization.
An ability to think strategically, act tactically, and write effectively.
A creative problem solver who identifies new and innovative ways to drive productivity.
A strong project manager who enjoys making things better.
Enjoys working cross-functionally and building strong relationships with stakeholders across the business.
Demonstrates exceptional organizational skills and attention to detail.
Experience with the B2B sales process and the tools it takes to succeed.
Bonus: experience with SQL, or a data warehouse tool such as Snowflake or BigQuery, and familiarity with a BI platform such as Tableau.
For base compensation, we set standard ranges for all roles based on function and level benchmarked against similar stage growth companies and internal comparables. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including candidate experience/expertise and may vary from the amounts listed below.
You may also be offered a performance-based bonus, equity, and a generous benefits program.
AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.
In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.
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