Bonusly is hiring a
Customer Strategy & Operations Manager

Summary

The Customer Strategy & Operations Manager will design, implement, and refine processes to improve efficiency within the customer success team, utilize BI tools for data analysis, manage technology and tools, and have 5-7 years of experience in a similar role at a B2B SaaS company with Gainsight and Intercom Admin experience.

Requirements

• Have 5-7 years experience in a similar role at a B2B SaaS company
• GainSight and Intercom Admin experience
• Expertise writing SQL queries
• Can proactively make recommendations to optimize processes and partner with RevOps and CS leadership to define strategy
• A background in business analytics

Responsibilities

• Design, implement, and refine processes and workflows to improve efficiency and effectiveness within the customer success team
• Collaborate with cross-functional teams to ensure seamless integration of tooling along customer journey and of customer success initiatives with other departments
• Collaborate with LT to align prioritization with overall business goals and objectives, such as customer surveys and past-due customer collections processes
• Develop and maintain documentation for processes and procedures related to customer success operations
• Understand customer journeys and pain points to identify areas for process improvement and customer engagement optimization
• Monitor and adjust processes based on performance metrics and feedback
• Serve as a point of contact for operational issues and assist in resolving them promptly, collaborating internally on resolution when needed
• Provide training and support to the customer success team on processes, tools, and best practices
• Utilize BI tools and reporting capabilities to deliver real-time actionable insights into customer behavior, product usage, and success metrics
• Develop mechanisms to gather customer feedback and actionable insights, leveraging customer success stories and references to partner with CS team to mobilize customer advocates
• Facilitate all customer survey programs, including post-onboarding, customer experience/relationship, NPS, ROI, and ad-hoc surveys as needed
• Develop and maintain Gainsight dashboards and reports to track key performance indicators
• Define and track key customer health indicators to proactively and accurately identify at-risk customers and partner with customer success leadership to implement strategies for retention, customer growth and advocate mobilization

Benefits

• Compensation: Salary range: $110,000-130,000
• Equity: 0.03 % - 0.08 %