Small businesses are the backbone of our economy. Today, more than ever, these businesses are struggling to survive and grow. Our mission is to help small businesses succeed, improve their lives, and create more efficient businesses. We automate accounting so business owners and their accountants can spend more time growing and less time dealing with operational hassles. Our SaaS platform automates accounting needs for thousands of online businesses (ecommerce, retail, etc.). If you’re passionate about solving real-world problems and lending a hand to the small business communities trying to survive in an ever-changing digital world, join us!

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 interact with our customers on a daily basis. This role reports to the Head of Operations and Customer Success and will be their trusted partner in defining customer success objectives, strategy, tactics, and in implementing processes that scale.

Webgility is fully remote in the United States, with offices in Scottsdale, AZ and Indore, India. We embrace flexibility, and you can work from anywhere in the US.

Why Work for Us

Our fast-paced group thrives on innovation and collaboration that drives customer impact. Webgility prides itself on empowering people, helping them learn, and offering tools for professional growth. Want to join a diverse group of thinkers and collaborators in a contagiously fun culture?

In This Role You Will

  • 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 inside of Stripe, Chargebee, and Hubspot
  • 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.

What You Bring to the Table

  • 3+ years of experience working with customer success teams in a SaaS and/or Startup 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 a 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

  • Fully remote work environment
  • $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