Customer Success Manager

Customer Success Manager

As a Customer Success Manager (CSM), you sit at the intersection of product, delivery, and revenue. You drive adoption, make sure customers extract maximum value from Operata, and feed what you learn back into product development.

For some Customers Operata runs a structured land-and-expand model that starts with defined success criteria, baselines, and ROI metrics set contract commencement, you own the operational delivery that turns those criteria into evidence to support the expansion and are one of three people on an account:

• Sales Engineering owns pilot execution, technical configuration and integration build.
• The Account Executive owns relationship and stakeholder management, commercial conversations and expansion selling.
• Customer Success Manager , own operational delivery, adoption, value evidence and product signal capture, keeping the ROI model current, and writing up the value story the AE takes into the expansion conversation.

Operata is building the world's first CX Observability platform for Cloud Contact Centers. Our mission is to put 'people experience' at the heart of communications. Operata's platform measures, optimizes and maintains communication performance to deliver the best customer (CX) and agent experiences (AX). By capturing metrics, logs, and traces across technical, operational, and experiential data, Operata uncovers valuable insights from billions of agent interactions.

IT teams rely on Operata to reduce Mean Time to Resolution (MTTR) and improve service delivery, while contact center teams leverage it to drive efficiencies and enhance key operational metrics. Headquartered in Denver, Colorado, and Melbourne, Australia, Operata operates across sectors serving leading organizations including Pfizer, Centene, Barclays, 3M, Adobe.

Responsibilities

Customer Success & Value Realization

• Deliver service reviews that maintain strong stakeholder relationships, drive value realization, and embed Operata into customer workflows and business processes.
• Partner with the Account Executive and product team to identify expansion opportunities and build the case for them.
• Support the re-sign process with a current, defensible value narrative.

Integration & Change Enablement

• Lead and coordinate the customer-side changes essential to the data collection required to realize Operata value.
• Help create customer messaging and assets that justify the customer's time and capital investment in changing how their data is collected.
• Help create internal and external process documentation to ease deployment, support, and updates.
• Support customers through their compliance and change-approval gates.
• Provide hands-on guidance to technical stakeholders to ensure timely execution of integration and configuration tasks.
• Monitor progress and escalate risks that could impact delivery timelines.
• Feed process and messaging improvements back to product and sales.

Product Development & Requirements Translation

• Collaborate with the product team to capture, document, and validate customer requirements for new features and capabilities.
• Act as the voice of the customer internally, defining "what good looks like" from a user and business impact perspective.
• Capture customer signals as well-formed product inputs a problem statement, who is affected, why it matters, and the evidence rather than a forwarded request.
• Participate in product testing and validation alongside customers when required.
• Support customer feedback loops into the product lifecycle and partner integrations.

Land-and-Expand Execution

• Take on new accounts through a structured handoff from sales - contract and finance details plus a customer knowledge transfer conversation
• Partner with Sales Engineering to ensure each pilot is scoped against clear, jointly understood success criteria, then pick up ownership of operational delivery as the pilot converts toward broader adoption.
• Own regular operational delivery on each account, while the Account Executive continues to own relationship and stakeholder management.
• Maintain success criteria, baselines, and ROI metrics for every account from kickoff, keeping them current rather than reconstructing them later.
• Follow a pilot-to-expansion pattern for accounts landing on partial deployment: defined pilot success criteria, mutual close plan, stakeholder-level presentation with quantified value, conversion to full estate coverage.
• Build and maintain the value and ROI section of every service review, so progress against the customer's original business case is always visible.
• Surface expansion signals early and hand them to the Account Executive with the supporting evidence attached.

How you will make an impact

• Drive successful onboarding and adoption for customers in complex, multi-vendor environments.
• Provide clear, ongoing evidence that Operata is meeting the goals that justified the purchase - tracked from kickoff, not reconstructed later.
• Influence product development through insight and hands-on CX experience.
• Deliver measurable value through structured engagement, clean handoffs from both sales and Sales Engineering, and disciplined success planning.

Personal attributes and qualifications

Customer Success & GTM Expertise

• 7+ years in enterprise customer success, technical account management, or a comparable customer-facing delivery role.
• Experience supporting enterprise customer integrations or platform configuration.
• Proven ability to translate customer goals into implementation plans and product requirements, with the discipline to track them against baselines over time.
• Excellent interpersonal, communication, and relationship-building skills including the ability to work alongside Sales Engineering and an Account Executive on the same account without overlap or friction.
• Comfortable presenting quantified value to senior stakeholders, including IT leadership and contact center operations leaders.

Technical Comfort

You do not need to be an engineer, but you do need to hold your own in a technical conversation. Specifically, comfort with:

• Reading platform configuration and telemetry data, and explaining what it means in business terms.
• Navigating enterprise technical environment changes, for example firewall rules, browser policy and endpoint deployment.
• Working with AI, MCP's, APIs, dashboards, and log data well enough to investigate before escalating.
• Responding to Information Security and Vendor Questionnaires that are often on the critical path to enabling Operata.

Strategic and Execution-Oriented

• As part of a start up environment, thrive in an environment that demands the need to 'roll up your sleeves' to execute and iterate quickly.
• Experience in a maturing environment with limited playbooks and real ambiguity and a track record of putting structure in place rather than waiting for it.
• Strong problem-solving and analytical skills, with the ability to turn insight into action and keep a clear, current record of value delivered against a customer's original business case.

Preferred Background

• Experience with contact center technologies (Amazon Connect, Genesys Cloud, NICE, Salesforce Service Cloud Voice), VoIP/telecom integrations, or cloud infrastructure is highly desirable.
• Understanding of customer experience analytics, observability, or performance management platforms.
• Experience in regulated industries financial services, healthcare, insurance.

Success Measures

• Success criteria, baselines and ROI metrics in place at kickoff 100% of new accounts.
• Value and ROI tracking current and visible in every service review 100% of scheduled reviews.
• Gross revenue retention across portfolio TBA%.
• Net revenue retention across portfolio TBA%.
• Qualified expansion signals handed to the AE with supporting evidence TBA per quarter.

Additional Information

At Operata, we embrace inclusion and embrace diversity. We believe in work/life balance and bringing our true selves to work. To that end, we offer best-in-class flexibility that supports our Operatas' along their career journey with us.

For us, better connection is something we live - with our people, customers, partners and our team, it's reflected in our 8 core values :

• Execute the why. Grow with purpose.
• Play the long game. Build respect, value relationships.
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