Customer Success Operations Manager

Dynamic Signal is looking for a scrappy and seasoned customer success operations manager to help build and improve our CS systems stack the includes Gainsight, Salesforce, Zendesk, Kimble, Wrike and Jira. You are someone who enjoys process and working with a range of systems to build streamlined workflows and drive usage.

You should have experience driving efficiency through simple, easy-to-maintain instances of Salesforce and Gainsight. We will depend on your business sense and expertise to keep our system clean and focus on changes that drive growth and scalability that support our entire customer success team. Our global customer success team has offices in San Bruno, Chicago, New York and London, so the ability to support distributed teams is imperative.

You’ll be supporting the entire customer lifecycle—from implementation through renewal. This will require an understanding of each system and process in the CS stack. You will be able to provide input in everything from customer communications to account health to reporting.

Essential Responsibilities

  • Build out Gainsight automation and administer instance according to best practices to support the Customer Success leadership and teams
  • Ensure the CS systems stack meets the needs of our growing CS organization
  • Enable CSMs to work more effectively across Support, Professional Services, and Account management functions
  • Create and standardize dashboards for the Customer Success team and manage against company KPIs and goals
  • Manage automated customer outreach for key account milestones and customer surveys
  • Coordinate cross-functional processes (with Product, Engineering, Support, Services, and Sales) that help meet renewal and upsell targets and deliver on customers’ needs

Key Skills and Qualifications

  • 2-4 years of Customer Success Operations experience or similar operations experience with an emphasis on Gainsight and Salesforce
  • Well-versed in Gainsight workflows, reporting, administration and database management
  • Clear communicator, able to express complex ideas in simple language
  • Strong interpersonal skills and enjoys interacting sharing your ideas with others. You’re an excellent teammate, with the ability to work in a dynamic environment
  • Interest in learning new systems and process optimization. You don’t need to know all the software systems in our stack, but you should be interested in learning about them
  • Outcome-oriented, ability to diagnose technical issues with a fine-toothed comb
  • BA/BS degree or equivalent

Competitive Advantage

  • Catered lunches 4 days a week (the 5th day is reserved for team fun)
  • Unlimited drinks and snacks
  • Competitive Medical, Dental & Vision coverage
  • Unlimited vacation time
  • Fun team events every week, month, quarter and pool, ping pong, life-size Jenga every day
  • Startup experience in a fast-growing company and the chance to grow into your dream role
  • A thoughtful leadership team that has done this before with great success
  • A playful and diverse team eager to meet you
  • A new MacBook Pro when you start

 

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