Customer Success Operations And Digital Customer Success Manager

Summary

Join HappyCo, a values-driven company with a flexible and supportive culture, as their Customer Success Operations & Digital CS Manager. You will implement and manage improvements to increase visibility into customer health and drive process improvements. Responsibilities include Gainsight configuration, developing automation strategies, and creating targeted communication campaigns. The ideal candidate possesses a mix of technical, process, and strategic expertise, including experience with Gainsight and Salesforce. This role requires a minimum of 3 years of experience as a Gainsight Administrator and experience within a SaaS company. HappyCo offers a remote work option, unlimited vacation time, generous parental leave, competitive pay with stock options, and monthly wellness stipends.

Requirements

• A minimum of 3 years experience working as a Gainsight Administrator
• Experience working within a SaaS company
• A proactive and solution oriented mindset
• Excellent communication skills
• High level of technical expertise, including understanding of data and integrations

Responsibilities

• Implement and manage improvements to increase visibility into customer health, risk, outcomes and adoption
• Execute all Gainsight configuration, maintaining a high level of product expertise and continually optimizing HappyCo’s instance of Gainsight
• Develop and continually refine automation and digital-led strategies to support and advance customers through the customer journey
• Developing and executing campaigns to drive awareness, enact change, and support time to value and retention, primarily focusing on targeted, behavior-triggered email and in-app campaigns
• Establish a plan for the most effective ways to communicate critical benefits of HappyCo during the customer lifecycle across channels (e.g., in-product, virtual events, email)
• Leverage and analyze customer data, including product usage and campaign engagement analytics, to find opportunities to improve the customer experience
• Create highly targeted communication paths, ensuring messages are sent to the right people at the right time through the right channel
• Work cross-functionally with teams across the organization and identify opportunities to scale digital-led programs effectively to support adoption, stickiness and growth, as well as self-service and scaled-CS initiatives
• Maintain and measure the impact of digital-led customer programs, report on findings, and propose new high-impact recommendations
• Collaborate with teams internally to identify and facilitate potential 1:many customer offerings, such as Office Hours, webinars and roundtables

Preferred Qualifications

• MultiFamily industry experience
• Experience and understanding of early-stage startups and the challenges they face
• Experience within the multifamily residential property industry
• Previous research experience in an Enterprise B2B SaaS context where you've tackled complex workflows and systems

Benefits

• Work from anywhere supported by a flexible company culture
• Opportunity to work for one of the fastest growing technology companies in the PropTech industry
• Unlimited vacation time
• Generous paid parental leave
• Competitive and equitable pay, including stock options
• Monthly stipends to support Wellness and Home Office expenses