Customer Success Operations Manager

As Sysdig scales its Customer Success organisation, we are looking for an ambitious, highly motivated CS Operations Manager to help grow our Customer Success organization. Your Opportunity: We’re seeking an experienced CS Operations Manager located in Costa Rica/ Remote with a strategic and problem-solving mindset to drive multidimensional customer success projects - manage the development of high-profile initiatives, and deliver measurable results across our Customer Success organization. As a founding member of our CS Operations function, you will oversee the operational aspects of the Customer Success team, ensuring streamlined processes, optimizing tools and technologies, and driving the implementation of strategies to enhance customer satisfaction and retention. You will partner with Support, Engineering and Product, and work closely with a Data Analyst to deliver automation initiatives. You will also be responsible for developing and maintaining reporting, dashboards, and presentations showcasing Key Performance Indicators (KPIs), trends, analytical commentary, and other information valuable to stakeholders tasked with maintaining operational command of the business. In the cloud, every second counts. On the leading edge of security, Sysdig stops attacks in real time by instantly detecting changes in cloud security risk with runtime insights and open source Falco. We are passionate open source enthusiasts at heart and technical problem-solvers who are continually innovating and delivering powerful solutions to secure cloud-native applications. We value diverse opinions and open dialogue to spur ideas. We believe in working closely together to achieve our goals, and since our launch, we have been flexible with when and where we work. We’re an international company that understands how to cultivate a strong culture across remote teams.  And we’re a great place to work too – we’ve been named a “Best Place to Work” by Inc., the San Francisco Business Times and the Silicon Valley Business Journal, and we won six workplace awards from Comparably this year. We have been recognized by Deloitte as one of the 500 fastest-growing organizations for the last four years.  We are looking for driven team members who want to join us on our mission to lead cloud security globally. Does this sound like the right place for you? What you will do  Execute & maintain project management process in areas of project schedule, quality, communications, risk/issue, escalation, and change management. Identify process improvements and/or procedure updates associated with Customer Success operations. Research, implement, and administrate tooling critical to the business functions of Customer Success across a variety of vendors. Define, aggregate, cleanse, and analyze large datasets from disparate data repositories; often requiring complex ETL (extract, transform, load) or reverse-ETL processing procedures. Develop a strong understanding and documentary of underlying data curation methodology and its associated limitations. Create and maintain reporting, dashboards, and presentations related to service delivery and business objectives, on various cadences. Continually improve data quality, reporting accuracy, and automation related to data curation and reporting. Maintain a heightened level of data security awareness, and ensure compliance with data protection requirements. What you will bring with you Demonstrated ability to navigate complex and ambiguous environments to deliver concrete results - strong driver with an ability to work with a wide variety of stakeholders and influence change at scale. Strong communication and presentation skills with an ability to distill and translate to various audiences - ability to effectively communicate concerns, changes, and explanations across a wide spectrum of stakeholders at all levels. Experience with Salesforce CRM, as a practitioner, power-user, or administrator. Experience with Customer Success tools like Gainsight, Vitally or Intercom Working knowledge of Salesforce Analytics and/or Tableau, including managing + creating dataflows, recipes, lenses, and dashboards. Experience with ETL and ITTT-style applications, such as Integromat, Make, Zapier, Fivetran, Automate.io, customer.io or similar. Daily exposure to Atlassian products, such as Jira and Confluence - or other project management tools such as Asana. Intermediate level knowledge Microsoft Office products with a focus on Excel and PowerPoint; or the Google Workspace equivalent. A customer-first focus, with a continuous improvement mindset. Strong work ethic and attention to detail, under delivery deadlines. Self-motivated with strong self-development ability. Fluent English language skills. What we look for Things we like to see  Understanding Customer Success, DevOps, DevSecOps, and Software Development. Project Management Professional (PMP) Certification. Experience working in, and project managing teams using the Agile methodology. Previous tenure in a SaaS Service Delivery organization; especially startups Why work at Sysdig? We’re a well-funded, fast-growing company that has a large enterprise customer base. We have a pragmatic and transparent culture from the CEO down. We are leading the cloud security market. Our open source tools ( https://sysdig.com/opensource/ ) are widely used and loved by technologists and developers. When you join Sysdig, you can expect: Competitive compensation, including equity opportunities. An international culture with employees in more than 40 countries. Flexible work arrangements. Mental well-being support for you and your family, a wellness alliance, and company-wide recharge days. Career growth and development opportunities. We would love for you to join us! Please reach out even if your experience doesn’t perfectly match the job description. We can always explore other options after starting the conversation. Your background and passion will set you apart, especially if your career is unconventional. Sysdig values a diverse workplace and strongly encourages women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. Sysdig is an equal-opportunity employer. Sysdig does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, or any other legally protected status.