[Remote] Customer Success Platform Manager
Note: The job is a remote job and is open to candidates in USA. Extreme Networks is a global networking leader providing cloud-driven networking solutions trusted by over 50,000 customers. The Customer Success Platform Manager is responsible for managing the ChurnZero platform to optimize customer success operations and reduce churn through automated workflows and data-driven insights.
Responsibilities
- Platform Configuration: Manage and maintain ChurnZero features including custom fields, automated playbooks, alerts, and dashboards
- Workflow Development: Build and manage digital customer journeys, lifecycle stages, and "tech-touch" programs that automate outreach
- Data Integrity & Integrations: Ensure accurate data synchronization between ChurnZero and integrated systems like Salesforce or product analytics tools
- Health Score Management: Configure and iterate on ChurnScores to provide predictive indicators of account health
- Enablement & Training: Lead internal training for CSMs on platform updates and best practices to drive tool adoption
- Strategic Reporting: Create performance dashboards to track key metrics like Net Retention Rate (NRR) and Net Promoter Score (NPS)
- Gather business requirements from business stakeholders and convert to system requirements and/or user stories
- Execute test scenarios for system and integration testing, and support the business owners on robust user acceptance testing
- Stay current with technology platform updates, industry best practices, and emerging trends. Share knowledge and best practices with the team
Skills
- Minimum 5 years' experience with Customer Success platform, preferably, ChurnZero and its core functionalities (Health Scoring, Segments, Plays)
- Strong understanding of SaaS environments and customer success operations
- Experience with Salesforce integration and cloud-hosted systems
- High aptitude for data manipulation and technical integrations
- Strong ability to manipulate data and translate metrics into actionable CS strategies
- Familiarity with Agile or Scrum methodologies for task management
- Bachelor's degree
- Understands design-driven user journeys and signals and how the back-end systems power the data
- Sound business judgment, a proven ability to influence others, strong analytical skills, and a track record of taking ownership, and influencing results
- Certifications in ChurnZero or Salesforce are highly preferred
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