Customer Success Operations Manager
- 150 Fayetteville Street, Raleigh, NC, us
Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success. Our mission is to improve society's experience with software.
Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. Our culture is passionate, dynamic, and fun.
We’re hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the VP of Customer Success and will be their trusted partner in shaping the overall customer experience, success strategy, and tactics, and ensuring we are implementing processes that scale with our growing customer base.
This is a great opportunity to gain experience in a fast-paced Raleigh software startup that provides tools that accelerate growth among other Product Teams and Customer Success Teams around the world.
What you”ll do:
Gainsight Administration and overall Customer Success data needs
Orchestrate training and collaboration on newly created processes and tools
Implement and manage team processes, SLAs, and best practices
Implement and manage tools/software/data systems
Report team metrics and maintain data integrity
Analyze and identify leading indicators of renewals and upsell
Own and optimize playbooks for Customer Success Managers and Technical Account Managers
Maintain and optimize our Customer Health Scoring methodology
Determine timing and content of customer touch points for Customer Success Managers along the customer journey to drive optimal adoption and high NPS
Coordinate with 1:Many Communication lead to synchronize customer touchpoints and assist or own the deployment of campaigns
Assist VP of Customer success with presentations and one off data needs
Additional long term responsibilities
Team structure: tier existing customers, assign them to CSMs, re-distribute accounts and workload as needed, forecast hiring needs
Assist with bonus structures and targets
Who you are:
You have a passion for designing process that scale
You have the ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
You enjoy "getting your hands dirty" by digging into complex operations
Strong listening skills, open to input from other team members and departments
Gainsight Administration experience required
Salesforce Administration experience strongly recommended
You have a passion for data, reporting, and analytics
Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
Demonstrated strong analytical ability
Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support, Revenue Ops)
We are a passionate and fast-growing startup culture
You will gain experience in a diverse and exciting set of technologies and clients
You can enjoy frequent company and team-building events
We are located in the heart of Raleigh, one of the fastest growing cities in the Southeast.
Join our team and you will have a real impact on Pendo’s future and direction.
Benefits and Perks
Health benefits 100% covered for your entire family. Dental and vision benefits 100% covered for employee.
Open vacation policy
Free weekly lunches and fully stocked kitchen with drinks, goodies and balanced snacks
Free parking or monthly stipend for other modes of transportation (biking, walking, do you skate?)
Lots of company swag...hope you like pink!
Hear from our Pendozers on why it's so outstanding working at Pendo. http://content.pendo.io/vmxNJTWm38
Check out this video of our CEO Todd Olson speaking about Pendo. https://vimeo.com/110839413
All your information will be kept confidential according to EEO guidelines.
No Agencies please