We’re hiring a Customer Success Operations Lead whose mission will be to drive effectiveness and efficiency within our Customer Success team while supporting our goal of proactive customer engagement and product adoption. You will report into the Director of Operations and will be their trusted partner in defining customer success objectives, strategy, tactics, and in implementing processes that scale.
- Customer Adoption & Engagement: Work with Marketing, Product, and Customer Success to create strategies to drive adoption and engagement throughout the customer journey.
- Billing Operations: Own day-to-day billing operations and metrics, assist in the customer transition from Stripe to Chargebee.
- Opportunity Management: Analyze and create processes for proactive outreach to improve retention, upsells, and win-backs.
- Customer Feedback: Work with Support, Product, and Marketing teams to improve customer feedback collection and reporting.
- Ongoing Reporting & Analysis: Track and analyze leading and lagging indicators (NPS, CSAT, TTV, adoption, activation, etc) within our customer base.
- Ad-hoc Projects: Own and assist with ad-hoc CS projects.
Evaluation Criteria & Preferred Qualifications:
- 3+ years of experience working with customer success teams in a SaaS environment
- Passion for designing processes that scale
- Ability to break down and solve complex problems
- Enjoys “getting their hands dirty” by digging into complex operations and learning new skills
- Takes high degree of ownership over their work
- Clear communicator with professional presence and influence
- Superior written and verbal communication skills, including a demonstrated ability to effectively deliver information at the C-suite/VP level
What we offer:
- $75,000 - $90,000 depending on experience
- 20% annual bonus, paid quarterly, based on company and individual performance
- Unlimited Paid Time Off
- Competitive healthcare benefits
- Twelve paid holidays and four mental wellness days each year
- 401(k) tax-deferred savings plan
- $100 monthly tax-free stipend for phone and wifi expenses