Operations Manager, Global Customer Success & Services


Elastic is a search company built on a free and open heritage. Anyone can use Elastic products and solutions to get started quickly and frictionlessly. Elastic offers three solutions for enterprise search, observability, and security, built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real time and at scale. Thousands of organizations worldwide, including Cisco, eBay, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe and is publicly traded on the NYSE under the symbol ESTC. Learn more at elastic.co.

Imagine waking up each morning energized by the opportunity to make customers successful with the use of a powerful search platform that makes an impact on the world by observing, protecting, and searching big data! The Global Customer Success & Services Operations Program Manager will be a change leader working closely with the Chief Customer Success Officer and VP of Services.

You will drive the team’s roadmap and execute critical initiatives through the design, build, and deployment phases. You are an experienced problem solver and implement simple, scalable solutions to complicated problems. You regularly report your analytical insights with the Services and Customer Success Organizations and build trust by being consistent and thoughtful in your work. You are the change maker and leader for the operational success of Customer Success and Services!

What you will be doing:

  • Be responsible for the change initiative portfolio, leading project teams to effect change for scaling the business thereby driving strategic operational alignment to the business goals
  • Partner with department leaders to translate business goals into operational plans and actions to retain customers, achieve outcomes, and drive business growth
  • Record current processes and define future processes in partnership with functional teams
  • Partner with the Enablement team to drive adoption of all tools and platforms used to execute processes
  • Plan and facilitate business reviews to reflect on the efficiency and results from the change portfolio; making priority adjustments as needed
  • Define, measure, analyze, improve, and control key performance indicators and provide insights to leadership
  • Partner with all functions (including IT, Finance, Legal) to represent the operational and capability needs of Customer Success and Services
  • Execute with transparency; providing clear and frequent communications to executive leadership

What you bring along:

  • Bachelor's degree or equivalent practical experience
  • 8 years of program/project management experience
  • Extensive experience in Customer Success and Support Services
  • Experience with Salesforce and Salesforce Reporting
  • Experience with Services offerings from quote to cash
  • SaaS environment experience
  • Experience leading and executing sophisticated strategic and operational initiatives
  • Ability to work with distributed team members; driving accountability and results
  • Proficiency with structuring analysis for presentations

Bonus Points:

  • MBA or Master’s degree in management
  • Consulting experience preferred
  • Certification in Lean Six Sigma, Project Management, or Agile Methodology
  • Experience with Customer Success platforms (Gainsight, FinancialForce PSA, or similar)

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

  • Competitive pay based on the work you do here and not your previous salary
  • Health coverage for you and your family in many locations
  • Ability to craft your calendar with flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Double your charitable giving - We match up to $1500 (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love
  • Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation. If you require any reasonable accessibility support, please complete our Candidate Accessibility Request Form.


Please see here for our Privacy Statement.

Learn about Elastic's Culture

Notify Me of Open Positions

Sign in with your social account to receive emails when Elastic posts open positions you might be interested in:

Powered By Ongig