Customer Success Operations Manager

GitLab


2 months ago

07/06/2019 10:22:15

Job type: Full-time

Hiring from: North America

Category: Customer Support


This position is remote, based in North America.

Are you passionate about customers and motivated to continuously improve customer success engagement strategies and processes to optimize results for customers and accelerate growth for businesses? If so, you may be a great fit for our Customer Success Operations Manager.

We're looking for an experienced Customer Success Operations Manager to support the Customer Success organization by building and optimizing our lifecycle management processes, systems and tools, and our enablement strategy and methods.  This requires collaboration with the customer success team (i.e., Solution Architects, Professional Services and Technical Account Managers (TAMs) as well as the broader organization (e.g., Marketing, Product, Sales, etc.). You must be extremely organized, analytical, and process-oriented.  You must be able to leverage your customer success operations knowledge to drive innovative solutions and optimize field effectiveness. You should be passionate about customer success and bring expertise in lifecycle management approaches and services operations for Enterprise, Mid-Market and SMB. This is a great opportunity to support a fast growing company where your responsibilities will increase exponentially with your ability.  The role will support the vision of Gitlab’s customer success leadership team and will report to our Director of Sales Operations.

At GitLab, we are fundamentally changing the way our customers get their software to market by putting the entire DevOps lifecycle into a single application. With over 100,000 organizations using the product GitLab is one of the fastest growing companies in technology. Our customer success teams are responsible for ensuring that our customers are wildly successful in achieving their business outcomes with the GitLab product as they move to truly modern DevOps. We leverage a complete lifecycle engagement of planning, strategy, coaching, services and relationship building to ensure our customers exceed their goals and digitally transform with a world-class customer experience. We know that our customers trust GitLab to take their ideas all the way from plan to shipped product in production and we don’t take that responsibility lightly. We have an incredible existing, and rapidly growing, customer base, with a passionate, supportive open-source community and incredibly talented teams located in 40 countries focused on supporting them.

Responsibilities

  • Build and optimize a company-wide customer success process in collaboration with the customer success team and broader GitLab organization

  • Develop and implement lifecycle processes, policies and metrics to support customer outcomes and business growth, defining the appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)

  • Develop methods, processes, systems and tools to appropriately support our customer segmentation models: enterprise, mid-market and SMB

  • Drive cross-functional programs and initiatives to support scaling of the business and integrate the customer success engagement processes with teams throughout GitLab (e.g., sales, marketing, product)

  • Lead the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation and telemetry

  • Curate content and playbooks to allow the team to more efficiently deliver customer outcomes

  • Create and coordinate key reporting for GitLab leadership team, partnering with the Customer Success analyst to provide reporting on customer adoption, sentiment and advocacy and business results (i.e., forecasts, renew, expand, churn)

  • Act as liaison to customer success enablement to drive training and enablement priorities, content and methods

Requirements

  • BA/BS degree

  • 3 years of customer success experience

  • 5 years experience in program management and/or operations

  • Experience developing and improving processes and policies

  • Experience with customer management systems (e.g., Salesforce, Gainsight/Totango/Client Success/etc., digital marketing tools)

  • Strong analytical ability and able to prioritize multiple projects

  • Strong communication and collaboration skills

  • You share our values, and work in accordance with those values.

  • SaaS and B2B experience preferred

  • Experience with support and/or professional services a plus

  • Experience with agile/DevOps and/or SDLC process and/or tools is a plus

Compensation

To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

Additional details about our process can be found on our hiring page.

Remote-US

Please mention that you come from Remotive when applying for this job.

Help us maintain Remotive! If this link is broken, please just click to report dead link!

similar jobs

  • About us: Givebutter powers donations, campaigns, and events for thousands of organizations – from youth robotics teams to national nonprofits – through its low-cost and user-friendly fundraising platform. The company was founded in 2016, and built entirely in-house by co-founders Max Friedman and Liran Cohen, without any outside investors.

    The job: We're looking for a hard-working individual who will become the first member of our Customer Success team. This will be a diverse and unique role spanning the entire customer journey — from support to sales to marketing. No previous experience is necessary, but extremely strong writing and communication skills are a must.

    What you'll do, and why:

    SUPPORT - As Givebutter has grown, so have our customers! We now power donations for more than 2,000 organizations, ranging from little league baseball teams raising $5,000 per year to national nonprofits raising over $500,000. Your job will involve supporting these awesome customers. This may include:

    • Answering customer's questions as they have them

    • Writing Help Center articles so customers can answer their own questions

    • Improving our customer onboarding flow to help maximize conversions

    • Leveraging Intercom, our support tool, to its fullest potential

    • Managing customer feedback and feature requests in Givebutter's Community Portal alongside our engineering team

    SALES - While most Givebutter customers sign up themselves in minutes, bigger organizations often need a bit more handholding. Your job will involve converting more of these high-value customers. This may include:

    • Scheduling demos and calls with potential customers

    • Creating sales documents and materials

    • Building relationships that persist from sales to support

    MARKETING - The majority of our customers hear about us through word of mouth. Your job will involve keeping us top of mind for them. This may include:

    • Contributing to our monthly email newsletter

    • Writing occasional blog posts

    • Managing our testimonials and reviews campaigns

    • Interacting with customers on social media

    • Creating and sending out Givebutter swag!

    What you bring, and why:

    • PEOPLE SKILLS – you have exceptional written and oral communication skills. Your ability to interact with customers and generate positive outcomes is the most important aspect of this job. The majority of your work will involve working one-on-one with customers, who are the lifeblood of our business.

    • WORK ETHIC – you love working in a fast-paced, startup environment. You'll have lots of flexibility, ownership, and autonomy — this is not your typical 9-5.

    • PASSION – you are passionate about Givebutter's product and mission. You'll have the opportunity to truly change people's lives, and it's important that you are passionate about doing it.

    • CRED – Meaningful academic or professional experience. We love portfolios!

    What you get:

    • Work from anywhere: Live and work from wherever makes you happiest

    • Be an owner: Get meaningful equity in the company, and ownership over the projects you work on

    • Make an impact: Solve important problems for real people every single day

    • Love what you do: Feel good about the work you're doing and the company you work for

    Who you'll work with:

    Max Friedman is the CEO of Givebutter and will be working with you on a daily basis. Currently, Max fills most Customer Success functions along with Liran Cohen, Givebutter's CTO. You'll also be working with Liran and our engineering team to share and communicate customer feedback as well as product updates.

  • At Draftbit, we believe that software should be a democratizing agent that makes it possible for anyone to turn their app ideas into reality.

    Draftbit is a collaborative product development tool, focused on mobile apps. Our platform allows technical and non-technical teams to work together to build native mobile apps. Apps built in Draftbit produce high quality React Native code that can be exported at any time so you can build inside and outside our platform.

    Backed by world-class investors (including Y Combinator), we have aggressive growth goals and are looking for a Community Manager to help us achieve our vision.

    About The Position:

    We’re looking for a Community Manager to join our small but fast-growing team. Community management doesn't have a single definition, so here’s how we’re thinking about this opportunity:

    • We're looking for someone to be on the frontline of all our customer communications - you will own all of our customer success channels (Discourse, Intercom, Readme/documentation & FAQs, etc)

    • In addition to being highly available and responsive to all of our inbound customer communication, we expect you to work proactively to cultivate community amongst existing and prospective Draftbit users.

    • You will own our social media (Twitter, Linkedin, Instagram, etc) communications and work to develop new forums (conducting app-building livestreams, curating customer apps & their stories, etc) that showcase our product and the apps successfully built by it

    • You'll be a Draftbit evangelist and represent us online and offline (at external events and meetups, etc)

    • You will work closely with our product and engineering org to translate the benefits of new features to our communities and share insights from our community engagement and initiatives

    About You:

    Our ideal Community Manager has experience building and managing communities of developers/technical users, or communities for technical products, has an extreme attention to detail, concisely communicates complex concepts, and is an exceptional communicator.

    You’re probably a great fit if:

    • You’ve been a software engineer or been involved in building/marketing a technical product

    • You're an accomplished storyteller who has successfully conveyed the value of technical products to both developer and non-developer audiences

    • You have experience working in customer success or community management

    • You've likely been the go-to person on a team that everyone counts on to ensure things get done

    • You value self-management, execution (over perfection), speed, and personal reliability

    • You’re able to take an idea and run with it, rather than just following instructions

    • You're comfortable working in a startup environment, probably because you've worked at one (bonus points if you’ve ever started/run a business before)

    • You're excited about Draftbit and our mission. We want people who bring new ideas to the table and care about what they are building.

    Additional Details:

    • This is a full-time position that can be based at our Chicago HQ, San Francisco office or remote.

    • Note: You'll need valid U.S. work authorization to join us.

    Some of our perks are:

    • Full health, medical, dental, and vision coverage - we pay 99.9% of your premiums and 50% of dependents’ premiums.

    • Unlimited sick, personal, and vacation days. And we can flex on hours or accommodate special considerations.

    • Standing desks for all and the equipment of your choice

    • Chance to work with decent, fair, and flexible people

    We believe in fair pay and transparency, and we anticipate this position's compensation to be between $60k to $120k in cash and .1% to .5% in equity, depending on experience.

  • 1 week ago

    About Dozuki

    Dozuki was born out of iFixit.com with the goal to revolutionize the way manufacturers train their employees. In the next 10 years, it is estimated that manufacturers will need to fill 3.5m manufacturing jobs. But over half of those jobs will go unfilled due to a shortage of skilled workers. Dozuki has a truly unique approach that allows manufacturers to standardize how they work and improve their processes. Our approach and our platform are going to play an instrumental part in helping manufacturers develop unskilled workers to fill those jobs and we need your help to do so! 

    At Dozuki you’ll be working with a high-caliber team of Customer Success Professionals. We are recruiting for a remote candidate in the Midwest or Southeast. The Customer Success Manager mission is to drive product adoption and customer renewal/expansion. By continuously delivering product value to Dozuki customers, your efforts will also prevent customer churn. You will report to the Director of Customer Success and will be on the front lines of customer support, onboarding, and training. 

    We’re looking for a team member who gets things done!

    The Role:

    • We're consultants: here to help analyze our customers' problems and assist them in adopting strategies to solve for those issues.

    • Work tirelessly to resolve customer issues with effective problem-solving skills.

    • Meet and strive to exceed monthly expansion and churn goals.

    • Maintain excellent knowledge of our products and services in order to understand the customer’s needs.

    • Work closely with your peers to identify opportunities to improve customer experience and our process.

    • Monitor and escalate incoming support cases submitted by customers of all tiers 

    • Efficiently troubleshoot customer issues and consistently report bugs to the Product team

    • Product Feedback: Effectively manage open cases and bug report follow up to ensure customers are not forgotten 

    • Assist in the initial configuration of the product and accelerate the implementation process 

    • Be a world-class expert in using Dozuki and best practices 

    • Conduct on-demand training sessions for qualifying customers 

    • Product Adoption: Routinely share help documentation and other training materials to drive product adoption 

    • Identify and track leading indicators of churn, renewal/expansion, and satisfaction for each customer 

    • Monitor automated outreach efforts and customize scheduled tasks and plays as needed to stay proactive with customer engagement  

    • Detect early signals of at-risk accounts and renewals and ensure appropriate outreach is in place to prevent churn 

    • Routinely share customer feedback through the appropriate channels for continuous product improvement and feature development 

    What you need:

    • A minimum of 3 years in a customer-facing role (Customer Service, Account Management, Sales, etc.) 

    • A self-starter who has great communication skills and can work independently, but thrives in a team atmosphere

    • Positive attitude

    • Eagerness to learn and improve your skill set

    • Strong emotional intelligence with empathy and understanding 

    • Good understanding of project management 

    • Proactive work ethic with a willingness to improve on processes 

    • Passion for problem-solving and helping people 

    • Takes a high degree of ownership over work 

    • Clear communicator with a professional presence 

    • Strong listening skills; open to input from other team members and departments 

    • Ability to lead through influence 

    Bonus Points:

    • Experience in Lean Manufacturing principles.

    • Experience working LMS, documentation tools and other training systems. 

    Benefits and Perks:

    • Medical, dental, and vision benefits

    • 401(k) matching

    • Generous parental family leave policy

    • Charitable contribution matching

    • Flexible schedules

    • 2-3 catered meals every week

Remotive can help!

Not sure how to apply properly to this job? Watch our live webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) ».

Interested to chat with Remote workers? Join our community!