The Customer Success Platform Manager is responsible for the investigation, analysis and conversion of internal customer needs into effective and sustainable technical solutions. This role will support Extreme Networks’ Customer Success organization and will be responsible for the technical configuration, data integrity, and strategic optimization of the ChurnZero platform. Their primary goal is to empower Customer Success teams with automated workflows and data-driven insights to reduce churn and increase expansion. The ideal candidate will have a demonstrated capability in collaborating with stakeholders at all levels to deliver results. Being well-versed in requirements definition and management, as well as excellent written and verbal communication is key.
Job 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
Your Experience
Technical Proficiency: 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
Analytical Mindset: Strong ability to manipulate data and translate metrics into actionable CS strategies.
Agile Management: Often requires familiarity with Agile or Scrum methodologies for task management.
Education: Bachelor's degree; certifications in ChurnZero or Salesforce are highly preferred
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