What are the responsibilities and job description for the Customer Success Operations Manager - Remote position at Donnelley Financial, LLC?
Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day.Our "Win as One" mentality ensures that our team's success is directly linked to Client, Shareholder and Employee Satisfaction.
Recognized by Newsweek as one of AMERICA'S MOST LOVED WORKPLACES for three consecutive years and a Built In Best Places to Work for six years, we are committed to our employees' total wellbeing. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN - because being YOU thrives here.
DFIN (Donnelley Financial Solutions) is seeking our first-ever Customer Success Operations Manager to build and scale the operational foundation for our global Customer Success organization.
This is a unique opportunity to design and implement processes, tools, and reporting frameworks from the ground up. You will work closely with Customer Success leadership, cross-functional partners, and executive stakeholders to improve team efficiency, measure performance, and drive strategic initiatives that enhance our client experience.
The ideal candidate is a builder - adaptable to change, comfortable with ambiguity, passionate about operational excellence, and eager to create a data-driven culture within our growing Customer Success team.
This position is an individual contributor role reporting to the Senior Director, Customer Success and is designated as Remote.
- Develop, document and implement scalable processes to support Customer Success workflows and customer lifecycle management
- Define and track key metrics for retention, adoption, and expansion as well as provide actionable insights to leadership
- Own our nascent Customer Success technology stack (e.g. Salesforce, Customer Success Platform, reporting tools like PowerBI, etc.) and ensure optimized use
- Partner with leadership to design capacity models, segmentation and coverage strategies
- Build reporting dashboards for internal stakeholders, enabling forecasting and data-informed business reviews
- Support cross-functional initiatives to improve customer journey mapping and touchpoints
- Help with training and enablement efforts to drive efficiency and best practice adoption
- Monitor operational performance, identify challenges, and recommend solutions
- 3 years of experience in Customer Success Operations, Revenue Operations, or Business Operations (B2B SaaS preferred)
- Must possess a Gainsight Administrator Level 2 or Level 3 certification, demonstrating advanced proficiency in configuring, managing, and optimizing Gainsight for customer success operations.
- Proven track record of building operational processes from scratch in a high-growth or transformation environment
- Advanced data analysis and reporting skills (Excel, Power BI, etc.)
- Strong project management skills and attention to detail
- Solid communication skills, with the ability to influence stakeholders at all levels
- Results-driven, self-motivated, and able to work independently
- Familiarity with SEC filings, financial reporting, or regulatory technology solutions or willingness to learn
- Experience with change management and enablement programming
It is the policy of Donnelley Financial Solutions to select, place, and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran status, actual or perceived sexual orientation, genetic information or any other protected status.
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