You’ll get to:
- Develop CSM Operations annual roadmap and quarterly project prioritization
- Lead annual CSM capacity design, process, and implementation strategy
- Contribute to annual CSM compensation design
- Ownership of CSM technology stack to drive process design and daily workflow relating to customer journey engagement and retention & expansion management
- Develop and maintain documentation around CSM platform operations
- Modernize our approach to measure and monitor CSM performance and KPIs
- Create customer journey alignment between other customer-facing team including Account Management, Professional Services,Technical Support
- Work cross-functionally with marketing, sales, finance, and business insights to report business KPIs, identify key insights, and suggest areas of improvement
- Perform ad-hoc analysis to support ongoing strategic and tactical business initiatives
Competencies
- Executes complex projects independently
- Recommends new solutions, processes and procedures on team initiatives
- Highly comfortable and competent with communicating and influencing across all levels and departments, including executive levels
- Recommends strategies for optimizing processes that will mitigate long-term foreseeable problems
- Adept at navigating projects and programs that have interdependent stakeholders across different functions
We are looking for people who have:
- 5+ years of experience in Customer Success Operations
- Very strong written and verbal communication skills
- BA/BS degree
- Strong experience with Excel, Salesforce, and/or other Customer Success tools (e.g. Gainsight, Catalyst, etc)
- Familiarity with data visualization tools (e.g.: Sigma, Tableau, Looker)
- Strong attention to detail and time management skills
- The ability to be an analytical thinker who can derive insights from data to improve process and training
Perks & Benefits:
- Paid parental leave
- Competitive salaries, meaningful equity, & 401(k) plan
- Medical, dental, vision, & life insurance
- Balance Days (additional paid holidays)
- Fertility & Adoption Assistance
- Paid Sabbatical
- Flexible PTO
- Monthly Employee Wellness allowance
- Monthly Professional Development allowance
- Pre-tax commuter benefits
- Complete laptop workstation
The US base salary range for this position at the start of employment is $120,000 - $190,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job-related skills, experience, relevant education or training, and internal equity considerations.
Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others.
