Customer Success Operations Manager

Sendoso

San Francisco, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/20/2021
  • Website: sendoso.com
  • Company Address: 447 Battery St, Floor 2, San Francisco, CA, 94111

About Sendoso

Sendoso, the leading Sending Platform, helps companies stand out by giving them new ways to engage with customers throughout the buyer’s journey. By integrating digital and physical sending strategies, companies can increase the effectiveness of their existing go-to-market programs and improve their relationships with customers. Trusted by over 500 companies, Sendoso is an essential part of successful demand generation, account-based, and customer experience programs.

Job Description

Sendoso is where you go to build something bigger than yourself. We’re a San Francisco-based  Series B company with $54M in venture capital, more than 700+ customers and 15,000 active users, and multiple revenue streams. Our company is on an unprecedented growth trajectory and we’re looking for people who want to do great things. 
 
One of LinkedIn’s Top Startups for 2020, ranked #1 on software review sites like G2, Sendoso helps companies stand out by giving them meaningful, new ways to engage with their buyers and customers. Our award-winning Sending Platform connects online and offline experiences via cloud software, automation, and real-world logistics—a feat that few companies have achieved.
 
And we believe that relationships matter, so we’re on a mission to create more human connections in a digital world. If you’re ready to seize tremendous opportunity, take ownership, and do meaningful work that moves the needle, you’re in the right place. 
 
 
About Your Role:
 
We’re looking for a Customer Success Operations Manager to join our Revenue Operations team supporting our Customer Success (CS) organization. 
 
The CS Operations Manager is a key partner to the Customer Success, Account Management (AM), and Sales Organizations.  In this fast-paced and ever-changing environment, this role ensures process efficiency and consistency, enabling CSMs and AMs to work with best-in-class tools or systems to do their job successfully. This position is responsible for insightful analytics and works hand-in-hand with
Customer Success, Marketing and Sales leadership to further improve and optimize Sendoso’s renewal and expansion efforts.
 
The ideal candidate will have a proven track record of owning and executing operational processes that enable predictability, scalability, and efficiency and possess a unique blend of metrics-driven business ownership, marketing, sales, operations acumen, leadership, agility, and communications skills. If you are motivated to inspire and improve a team of high performing CSMs and AMs, we want you!
 
Responsibilities include:

Process/ Operations:

    • Partner and collaborate cross-functionally with Enablement, Product, Marketing, Revenue Operations, Sales, Support, Onboarding and Warehouse teams to ensure GTM-readiness for the Customer Success organization
    • Identify, make recommendations, document and execute on process, efficiency, productivity improvements across Customer Success organization
    • Drive renewals, retention, health and risk forecasting processes

Technology:

    • Own and manage tech stack to include Salesforce, Tableau and possibly other client Success systems such as Gainsight
    • Regularly work with internal teams to troubleshoot issues and escalations related to the team tech stack
    • Drive the Salesforce requirements and provide support and assistance for creating automations, workflows, reports and dashboards 

Reporting and Analysis:

    • Collaborate with CS Management on reporting for day-to-day management of Customer success, Account Management and Onboarding teams
    • Complete data analysis with large data sets to gather insights required to make key business decisions, such as renewal data, product adoption metrics, territory planning/ resourcing and others
    • Regularly report on Team/Individual results to quota
    • Create and track KPIs to measure performance at individual, team, and department level

Enablement:

    • Develop and help roll out internal training materials and process documentation to CS teams 
    • Coordinate new hire and ongoing team trainings to ensure strong product knowledge and that best practices are being followed

Experience:

    • 4+ years of Sales/Customer Success/Revenue Operations experience in a SaaS Environment. 
    • Strong analytical mindset; knowing your way around excel models and knowledge of BI platforms.
    • Must have worked for a SaaS company, ideally in a start-up environment. 
    • Experience developing and implementing operating processes & programs
    • Strong attention to detail with the ability to move fast and be responsive to changing business needs.
    • Confident in presenting materials to an audience and motivating people to cultivate a positive working relationship with co-workers.
    • Strong writing, presentation creation, and public speaking skills.
    • Experience as a CSM or Account Manager is a big plus.
    • Organized self-starter with ability to work independently and in a team environment.
    • Proficient in Salesforce, Groove, Gong, 6sense, Gainsight, Tableau and other GTM tools.
    • Bachelors’ degree from an accredited university.
Sendoso is an Equal Opportunity Employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.