Customer Success Operations Manager

Summary

Join Gladly's Customer Success organization as a Customer Operations Manager and contribute to the growth and satisfaction of our customers. You will work closely with Customer Success Managers, analyzing customer usage, developing reports, and providing recommendations for improvement. This role involves creating standardized customer journeys, managing the Voice of the Customer program, and developing processes for forecasting retention and identifying at-risk accounts. You will also support CSMs with troubleshooting and training. The ideal candidate possesses 3-5 years of experience in a revenue operations role within a fast-paced software startup, along with strong analytical, communication, and project management skills. Gladly offers a competitive compensation and benefits package, including remote work flexibility.

Requirements

• 3-5 years in a revenue operations role in a fast-paced software startup; bonus points for prior experience in training & enablement or a Customer Success organization
• Experience initiating organization-wide change leveraging Salesforce, business intelligence systems, training, and cross-functional influence
• Systems thinker with the ability to see around corners, develop scalable solutions, and iterate quickly
• Excellent written and verbal communication skills, seamlessly aligning Exec-level leadership, mid-level managers, and individual contributors
• Passion and ability to continuously improve upon current processes and tools in order to build better experiences for customers and for team members
• Highly collaborative; proven ability to form strong cross functional relationships
• Excellent organization, project management, and time management skills
• Highly articulate with a consultative approach to business problems
• Team player, who’s invested in the success of their colleagues

Responsibilities

• Develop and consistently evolve a standardized customer journey, tailored to Gladly’s core customer segments, which includes the key milestones, process, activities, systems, and the rules of engagement that support it
• Create the methodology, analysis, and process to support ongoing Customer Success Manager book of business assignment and ongoing balancing, including the framework for post-sale customer account segmentation
• Partner with Product Marketing on the development and ongoing management of the Voice of the Customer program; go on to project manage the execution of the highest priority, no-Eng-required needs
• Create and maintain operational reports and dashboards to monitor key customer success metrics, including net dollar retention (NDR), churn, and expansion
• Create the process for forecasting customer retention and continually improve its accuracy
• Develop the process for identifying, reviewing, and addressing Gladly customer accounts that are most at-risk of churning
• Assist with the development of core CSM role expectations, as well as the accountability mechanisms (reporting, compensation) that support their continual focus and success
• Support Customer Success Managers with troubleshooting, individualized help, and 1:many process and systems training

Preferred Qualifications

Salesforce admin experience is a bonus

Benefits

• Competitive salaries, stock options
• Medical, Dental, Vision and Life insurance
• Generous paid time off
• Generous paid Parental Leave
• 401K
• Flexible Spending Accounts
• Home office stipends
• We have embraced remote work and make it easy for our team to work from anywhere, but we also invest in opportunities to get the teams together in person regularly