Senior Manager, Customer Success Strategy & Operations

Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favourite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That's the power of data in motion in action-giving organisations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we're building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organisation. With Confluent, organisations can create a central nervous system to innovate and win in a digital-first world.

We're looking for self-motivated team members who crave a challenge and feel energised to roll up their sleeves and help realise Confluent's enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow-whether you're just starting out in your career or managing a large team, you'll be amazed at the magnitude of your impact.

Does the challenge of making a high performing hyper growth Customer Success team even better through operational excellence excite you?

Do you have the mindset and vision to align the operations of a hyper growth customer success team to the customer needs as together they create a new paradigm of enterprise infrastructure?

About the Opportunity:

This newly created role will be responsible for establishing a Customer Success Operations role in EMEA and partnering with our VP of the Customer Success (CS) organization in EMEA to ensure clarity in strategy, organizational design, and operational execution for the Customer Success Management, Solutions Engineering, and Customer Success Technical Architect organizations.

This role will be focused on driving productivity and scalable execution, such that "the whole is greater than the sum of the constituent parts". The establishment and leadership of the CS Operations role in EMEA is an essential part of scaling CS and supporting our broader Field Operations team by making our customers successful.

The role will also ensure effective alignment of the CS organization to the overall Corporate strategy. As such, the ideal candidate will have a demonstrable track record of successfully managing matrixed change strategies, influencing stakeholders at all levels, and developing and executing a results-oriented plan within a high-growth global environment. A background in scaling a pre or post sales business as well as having done so for a world-class, successful, global, multi-tenant SaaS business is essential.

This position reports to the Director of CS Strategy & Operations in AMER, and will have responsibility for establishing the CS Operations role in EMEA.

What you'll achieve:

• Alignment of the CSM/SE/CSTA strategy and organization design to the CS and corporate strategy and plan so as to maximize the alignment, impact and performance
• Working with the EMEA leadership team on the Implementation of our Operational framework, including managing operational and governance cadences for the CS organization.
• Clear definition of roles, responsibilities and career pathing, in conjunction with the PeopleOps function, to ensure we have the best people, able to do their best work, creating a world-class function within the EMEA CS organization.
• Definition and management of functional OKRs, in conjunction with EMEA team leaders, to ensure maximum group performance, alignment to corporate OKRs, execution against our goals.
• Ensuring world class functional reporting and analysis that is embedded into the everyday CS work processes
• Supporting pre and post sales operational processes and cadences, such as Renewals forecasting and pipeline reviews
• Contributing to a systems architecture, roadmap, and rationalization plan for all of the systems, tools and processes deployed across CS in EMEA, and optimal alignment to the broader organization (CS, Sales, and Enablement process, etc.)
• Working with Finance to ensure effective management of budget, HC, and coverage model, across CS
• Outstanding key internal stakeholder relationships across Product, Marketing, Sales, Finance and PeopleOps
• Supporting a program management structure, and the capacity to execute on key functional programs.
• Built a culture of growth mindset and continuous learning

What We're Looking For:

• BS degree, preferably with a post graduate degree in Information Technology, Computing, Business, or Operations
• 7+ years' relevant experience, inclusive of enterprise software sales businesses, strong functional domain experience, SaaS CS strategy & operations, and change management
• Exceptional, demonstrable, track record of program management, program execution, change management, and cross functional stakeholder engagement to deliver results.
• Working knowledge of the roles and team within CS and pre and post sales team. CS, Sales Engineering, Support, Professional Services, Technical Account Management, etc.
• Participation in and knowledge of international Services organizations such as TSIA or other Industry and peer groups focused on post-sales customers success.
• Open, growth mindset and high degrees of self motivation, fostered in a face-paced, high growth, dynamic environment
• Strong executive presence, communication (verbal, written, presentation) and facilitation skills with experience engaging and partnering at all levels internally and with key external stakeholders

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At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact.

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