Customer Operations Manager

• As the first Customer Operations Manager for our Post-Sales team, you’ll partner closely with our Post-Sales Leadership to develop, maintain, and scale our customer success strategy
• You’ll be able to influence decision-making on core Post-Sales initiatives and help define the foundations of success for a highly efficient organization
• This role is focused on creating scale within our customer-facing teams by optimizing existing processes, innovating how we use our go-to-market tools, and providing structured programs so that our customer-facing teams can drive the highest impact for our customers
• Define and implement lifecycle processes in conjunction with Post-Sales leadership to support customer outcomes and drive business growth
• Assist in establishing appropriate touch points throughout the customer journey (pre and post-onboarding)
• Develop methodology, processes, and systems that support our customer engagement methodology across all customer segments and teams
• Research, evaluate, recommend, and implement tools that increase efficiency of the Post-Sales team
• Operate as a thought partner to the business by identifying opportunities for future-proofed process automation and optimization, with a focus on scalability
• Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes; manage deployment of processes
• Design and build key reporting for Post-Sales leadership team including but not limited to: customer adoption, sentiment, advocacy, and business results (e.g. renewals, expansions, churn)
• Collaborate with enablement teams to manage training schedule during new hire onboarding and continual education
• Work cross-functionally to support critical Customer Success and Solutions Engineering initiatives that require buy-in and collaboration from teams across the company (e.g. feature request process, renewals management, marketing reach-outs)

Benefits

• Professional Development
• Catered meals
• Wellness benefit
• 401(k)
• Unlimited time off
• Parental benefits
• Mental health
• Health and wellness
• Bevsday (free drink on Wednesday)
• Family planning

• If you love applying your expertise to develop holistic organizational strategy, drive scalability through process, and work cross-functionally to tackle new challenges, this is the perfect role for you. Come help us build a world-class Post-Sales Organization!
• You’re able to tell a story with data that creates a compelling narrative for business stakeholders
• You’re comfortable analyzing and visualizing data in Excel, Salesforce, SQL, and BI tools (Looker, Tableau, etc.)
• Direct experience in a Customer Success or Solutions Engineering role is a plus
• You have a deep understanding of key Customer Success concepts, metrics, and processes / best practices
• A minimum of 5+ years of experience in Go-To-Market operations, strategy, or business consulting in a SaaS company
• You have a track record of success contributing to strategic improvements, advocating for them internally, and managing their end-to-end deployment
• You operate well in fast-paced environments and are able to prioritize initiatives and excel under ambiguity
• You’re collaborative; cross-functional work excites you, and you’re able to coordinate projects across multiple stakeholders
• You have strong attention to detail and excellent written and verbal communication skills