Customer Success Operations Manager

About the company

As a market leader in Lead Generation Automation, we enable thousands of SMBs to boost their growth by finding and connecting with their ideal customers on major social media platforms. We’re a bootstrapped, profitable PLG startup (50 team members) serving customers worldwide (with the US as our largest market).

About the role

As a Customer Success Operations Manager, you will play a key role in supporting and building our Scaled / Digital Customer Success Program and helping our growing team create more impact more efficiently. Working with our Head of Customer Experience, you will support the Customer Success team in implementing and continuously improving programs and solutions that drive customer adoption, retention, and internal efficiency. You will enjoy designing solutions that scale, digging into complex operations / tools, using data to drive your decisions, and creating measurable business impact through your work.

What you will be doing: 

• Deliver initiatives and manage projects to scale our digital customer success programs and drive adoption and retention
• Utilize data analytics to derive insights and identify areas to improve the effectiveness and efficiency with our customers
• Design & maintain data-driven workflows, playbooks, and processes in Planhat (our Customer Success Platform) and Zendesk (our ticketing tool)
• Design and implement digital touchpoints (in-app messages through Userpilot and Zendesk, emails through Planhat) in close collaboration with Product, Marketing, and Customer Experience departments,
• Establish and monitor key performance indicators (KPIs) to measure the success and impact of customer success initiatives
• Collaborate with cross-functional teams in projects that optimize the overall customer journey
• Work closely with the Head of Customer Experience to align customer success operations with overall business objective
  

You'll be a good match if:

• You have excellent English speaking and writing skills
• You have a solid background in Customer Success and experience in Operations or scaling processes
• You think like an analyst and are proficient in data-driven decision-making
• You can think strategically but aren’t afraid to get into the “nitty gritty” of complex tools and implementation
• You are a team player and enjoy working with different teams
• You are well-organized and comfortable managing cross-functional projects and driving them to success
• You have strong attention to detail
• You have already worked with Customer Success Platforms like Planhat (or similar) and ticketing systems such as Zendesk (or similar)

What's in it for you?

• We offer 4-day weeks (paid 5), in a remote-first setup
• Ability to thrive and grow in a highly rational, data-driven, non-political environment. Our core values are rationality, humility, and honesty
• Wide-reaching impact on the growth and culture of a self-funded, profitable, sustainable global company
• Benefits and perks described below

Hiring Process:

1. Screening call with our Talent Partner - Jakub - 45min
2. Job Fit Interview with our Head of Customer Experience - Claire - 1hr
3. Case study exercise at home followed by a debriefing call with Claire and Ieva, our Customer Care Team Lead - 1hr
4. Cultural fit Interview - 1hr