Customer Success Operations Manager at Leanplum
San Francisco, CA, US
About the Role
Leanplum is looking for a motivated and talented customer success operations manager in our San Francisco office. This role will report within the Revenue Operations Team and serve as the primary operational point of contact for the Customer Success Team. As a business partner to the VP of Customer Success, the mission of this role will be to make the CS team successful, improve operational efficiency, set goals for the organization, measure performance, and program manage key initiatives that impact the business. It will be a combination of strategic planning as well as operational execution. This highly visible role will require a deep analytical mindset, strong attention to detail, collaborative working style and positive attitude.
 
Our Culture  
At Leanplum you’ll meet employees from 22 countries and counting. We house a world champion air guitarist, three medalists from programming competitions, and several loyal office dogs who greet you at the door with tails wagging. Past perks have included company vacations to Mexico and Tahoe, Alfred Hitchcock movie nights, and costume parties. But most of all, we believe in gratitude, collaboration, and karma. 
 
About You
Bachelor’s degree in an analytical field3+ years experience in related operational role within business operations, customer success, management consulting or financeA background in Customer Success is a strong plusExperience running detailed analysis and a high comfort level with dataComfortable with process design and executionExperience with Salesforce required and an ideal candidate will also have experience with GainsightEffective problem solving and communication skillsAbility to work independently in a fast-paced environment with minimal supervision
 

Responsibilities

    • Work with CS leadership to continuously prioritize strategic initiatives and program manage the launch of programs such as piloting new implementation teams or launching new segmented service models
    • Own key analytics and reporting related to the health of the customer base as well as the health of the customer success team including things such as renewal rate, net retention, customer usage and adoption, response times, etc
    • Operationalize the customer success tiers of service and work with CS leadership to determine resource alignment, appropriate levels of service, and potential pricing models
    • Design & program manage the rollout of incorporating product adoption and usage information into Salesforce and/or Gainsight for CS and AE viewing
    • Design a way to programmatically identify potential up-sell opportunities Design an automated early warning system for customers and run the red account process for potential high risk accountsWork with CS leadership to determine where and how many resources we need across the CS organization worldwide based on forecasted metrics
    • Optimize processes across the CS team to improve overall efficiency

Perks and Benefits

    • Competitive salaries
    • Health, vision, and dental insurance
    • Flexible vacation
    • Peer bonuses
    • Delicious and healthy catered meals
    • Off-site retreats
    • Happy hours and Unwind celebrations
    • Amazing array of snacks and Kombucha on Tap!
    • Very Dog Friendly!
Leanplum is an equal employment opportunity employer for all applicants and employees.  We do not unlawfully discriminate on the basis of race, color, religion, sex (including  pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by applicable local, state, or federal laws. When necessary, we also make reasonable accommodations for disabled employees and for pregnant employees who request an accommodation, with the advice of their health care providers, for pregnancy, childbirth, or related medical conditions.