The Company:

Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, Tennessee, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.

The Role:

We are seeking a highly motivated and skilled Customer Operations Program Manager to join our dynamic team. In this pivotal role, you will be instrumental in enhancing customer experiences and elevating customer satisfaction levels across the board. Your mission will involve spearheading various projects and programs aimed at bolstering customer retention, including leading our at risk account review program, standardizing operating procedures for Customer Success Managers, devising customer risk mitigation strategies, managing cross-functional action plans for key customer portfolios, and more. Working closely with cross-functional teams, you will deploy strategies to amplify customer success and retention rates. This position reports directly to the Chief of Staff to the CRO and is fully remote.

Key Responsibilities:

Program & Project Development and Management:

• Collaborate with the Chief of Staff to the CRO and VPs of Customer Success to run our at risk program to identify and solve customer at risk themes
• Implement strategies for monitoring the health of our customer base, including developing early warning indicators for potential churn and proactively intervening to address issues.
• Pinpoint project opportunities to boost customer engagement, satisfaction, and retention.
• Execute initiatives designed to maximize customer value and foster long-lasting relationships.

Data Analysis and Reporting:

• Manage operational tool for analyzing trends and streamlining customer data.
• Analyze customer data to identify trends, measure at risk program effectiveness, and inform decision-making.
• Utilize data to make changes to current Customer Operations and Success programs.
• Utilize customer feedback and insights to identify trends, pain points, and improvement areas.

Drive Customer Success Initiatives

• Cross-functional collaboration Work alongside Customer Success, Services, Support, and Product teams to ensure alignment and support for customer success initiatives.
• Monitor and evaluate the success of initiatives, making adjustments to strategies as needed.
• Lead efforts to map the entire customer journey, identifying pain points, opportunities for improvement, and areas where customer success initiatives can make the most impact.
• Develop strategies to turn satisfied customers into advocates.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field; MBA or equivalent experience is preferred.

• A minimum of 5-7 years of experience in customer operations and / or success, program management, or similar roles.

• Strong analytical abilities with a knack for interpreting data and translating it into actionable insights.

• Excellent communication, presentation, and interpersonal skills.

• Demonstrated experience in managing cross-functional projects and driving outcomes in a fast-paced setting, particularly within customer operations and success realms.

• Capable of navigating ambiguity and swiftly adjusting to shifting priorities.

• A deep-seated passion for customer success and a customer-first mindset.

• Familiarity with CRM (Customer Relationship Management) systems, such as Salesforce.

Preferred Skills:

• Prior experience in the SaaS (Software as a Service) or technology sector.

• Project management certification (e.g., PMP, Agile) is considered a plus.

Join our team and play a critical role in shaping the future of Customer Operations at Marigold. Together, we can create unparalleled customer experiences that not only meet but exceed expectations.