Customer Success Operations & Enablement Manager

All Covered, IT Managed Services Division of Konica Minolta Business Solutions, has an exciting opportunity available for a Customer Success Operations & Enablement Manager!

The Customer Success Operations & Enablement Manager (CSOEM) is responsible for overseeing the tools, data, enablement, and workflows that support a scalable, data-driven Customer Success organization. This role ensures execution across core Customer Success strategies including Renewal Management, Risk Management, Customer Experience, Lifecycle Automation, and CSM enablement.

This leader owns the administration of the customer success platform (currently ChurnZero), acts as a business partner to the CSM and BVA teams, and drives operational visibility of Customer Success KPIs, including Retention, Adoption, Renewal, and Expansion. The role also includes responsibility for CSM training programs, platform usage enablement, and ongoing curriculum development to support Customer Success maturity.

Key Performance Areas:

• Platform Optimization & Automation: ChurnZero configuration and governance, ensuring lifecycle journeys, alerts, and playbooks are accurate and scalable.
• Customer Experience Management: Owns execution and reporting of NPS, surveys, and experience metrics (in tools like Qualtrics or ChurnZero).
• Forecasting & Reporting: Leads the aggregation of risk, churn, adoption, and growth forecasts across the entire Customer Success portfolio.
• CSM Training & Enablement: Oversees curriculum development and delivery of platform, reporting, and process training for CSMs.
• Marketing & Segmentation Support: Partners with Customer Marketing to enable audience segmentation, campaign logic, and journey triggers.
• Customer Success KPI Visibility: Provides centralized reporting on core KPIs including cancellations, adoption rates, renewal velocity, and campaign outcomes.

Essential Responsibilities:

• Platform & Workflow Administration
  • Serve as primary admin for ChurnZero; manage journeys, playbooks, segments, scoring, and integrations.
  • Ensure timely execution and platform support for Renewal, Adoption, Risk, and Expansion workflows.
  • Partner with IT/BI to align Salesforce and other data sources to maintain health score accuracy and account hierarchies.
• Customer Experience Management
  • Own and execute NPS and other customer satisfaction surveys.
  • Manage survey workflows and reporting dashboards (Qualtrics, ChurnZero, etc.).
  • Provide timely visibility to frontline teams and senior leadership on customer sentiment trends.
• RARE KPI & Forecast Reporting
  • Consolidate and present churn, expansion, and renewal pipeline forecasts.
  • Build Power BI and Excel dashboards used by leadership for board reporting and operational reviews.
  • Monitor customer journey progression and adoption milestones to support proactive engagement.
• CSM Enablement & Curriculum Development
  • Design and deliver structured onboarding and upskilling programs for CSMs on tools, reporting, and customer journeys.
  • Maintain and evolve curriculum content to align with evolving CS strategies and platform capabilities.
  • Coordinate role-based training plans for new feature releases or process changes.
• Marketing & Campaign Enablement
  • Act as operational liaison to Customer Marketing.
  • Support segmentation logic, audience creation, and journey triggers for email marketing campaigns.
  • Collaborate on outreach strategy for onboarding, risk management, renewals, and product education.
• Risk Management Process Support
  • Help design, maintain, and audit risk management workflows within ChurnZero.
  • Ensure consistent tagging, scoring, and lifecycle automation for risk-prone accounts.
  • Provide insights and early-warning reports to National Managers and Directors.

• Bachelor's degree in Business, Analytics, or related field.
• 5+ years in Customer Success, RevOps, or SaaS operations.
• 2+ years of experience administering CS platforms or CRM tools.
• Demonstrated success in forecasting, reporting, and lifecycle automation.
• Experience developing and delivering training or enablement programs.
• Familiarity with survey platforms such as Qualtrics or similar.
• Experience supporting or enabling B2B SaaS marketing campaigns is a plus.

• Strong understanding of Customer Success practices and metrics (RARE Model).
• Proven ability to work cross-functionally across Marketing, Sales, IT, and Services.
• Deep experience with CS tools (ChurnZero preferred) and CRM data structures (Salesforce a plus).
• Expertise in Microsoft Excel and Power BI; ability to communicate insights visually.
• Excellent organizational and communication skills, especially in synthesizing complex data.
• Experience building and delivering training content to internal users.
• Comfortable leading meetings, managing projects, and supporting executive stakeholders.

Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta's 20th anniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact," and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta's bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN's MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence's BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter.

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Au sujet de Konica Minolta

Solutions d'affaires Konica Minolta (Konica Minolta) a entame son parcours il y a plus de 150 ans, avec la volonte de voir et de faire les choses autrement. Elle fait equipe avec ses clients pour donner forme a leurs idees en appuyant leur transformation numerique grace a un riche portefeuille de solutions pour un milieu de travail connecte et fute. Parmi ses technologies d'affaires, on retrouve des services de TI, la gestion intelligente de l'information, des solutions de securite video et des services d'impression geres ainsi que des technologies de bureau et des solutions d'impression industrielle et commerciale. L'annee 2025 marque le 20e anniversaire de l'entree de Konica Minolta dans le marche de l'impression de production; l'entreprise souligne 20 annees d'excellence, d'innovation et de resultats tout en continuant d'etre une figure de proue dans l'impression numerique commerciale. C'est aussi l'annee ou la marque bizhub de Konica Minolta celebre ses 20 ans, au cours desquels la gamme a revolutionne la technologie de bureau, redefini les processus des entreprises, et evolue continuellement pour repondre aux besoins des milieux de travail modernes, mue par les avancees technologiques et la volonte d'innover. Konica Minolta est fiere de faire partie du palmares 2025 des meilleurs grands employeurs d'Amerique de Forbes, d'avoir figure a plusieurs reprises au palmares CRN des 500 fournisseurs de services geres, d'avoir ete nommee la marque numero un en matiere de fidelite des clients sur le marche des appareils de bureau multifonctions par Brand Keys pendant 18 annees consecutives, et de s'etre vue decerner les prix BLI A3 Line of the Year 2021 et 2025 et Most Colour Consistent A3 Brand 2021-2023 de Keypoint Intelligence pour sa gamme bizhub One i-Series. Pour en savoir plus, rendez-vous sur le site de Konica Minolta et suivez l'entreprise sur Facebook, YouTube, LinkedIn et Twitter.

Konica Minolta fonctionne selon un modele de services partages nord-americain qui permet d'harmoniser les priorites transfrontalieres et d'ameliorer la prestation de services aux organisations operationnelles. Le modele combine des fonctions de service americaine et canadienne afin d'offrir davantage de ressources aux services de soutien comme l'administration des ventes, la logistique et la chaine d'approvisionnement, le marketing, la planification des produits, la finance, les TI, les RH et les services juridiques.

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.

Solutions d'affaires Konica Minolta (Canada) Ltee. est un employeur d'opportunite egale.