Customer Success Operations Manager
Katana Cloud Inventory- 5000 - 6000 USD per Month
- Full Time
- Posted : 2 months ago
Are you eager to contribute to a growing company's revenue operations team? If you are a data-driven and strategic individual with a profound understanding of customer success operations and adept at leveraging technology platforms, we want you! Our Revenue Operations team is expanding, and we invite you to be the next proactive, passionate member to elevate our Customer Success teams' operations.
Who we are
We believe the future is a tech stack of integrated best-of-breed SaaS products, with Katana at the center.
Since 2017, we've given businesses worldwide a live look at their inventory, uniting all the processes and tools they use with intuitive and easy-to-use cloud inventory software. Our customers range from mom-and-pop shops to multi-million-dollar businesses. To date, we have raised over $51 million in funding from VC firms and angel investors who, like us, believe the inventory software space needs more love.
Our customer base is growing rapidly, and the same goes for our product. We're launching new features and updates every week, and there's no plan to stop anytime soon.
Who we’re looking for
We are seeking a Customer Success Operations Manager to enhance the efficiency and effectiveness of our Customer Success, Onboarding, and Support teams. You will be pivotal in optimizing operations, implementing new technology, and ensuring our teams are empowered to deliver exceptional service to our customers. This role offers the unique opportunity to shape customer success operations, surrounded by a team that supports your vision.
Your typical week would include
- Optimise and manage the operations of our Customer Success, Onboarding, and Support teams to enhance customer experience and success outcomes.
- Develop and maintain reports and metrics to inform strategic decisions and improve team performance.
- Collaborate with cross-functional teams to refine processes, implement and maintain workflows, and up-level the effectiveness of our teams.
- Proactively identify and address operational bottlenecks, proposing solutions to enhance efficiency and drive customer satisfaction.
- Train, support, and oversee the daily operations of our tech stack. Ensure data integrity in our CRM. Set up new tools and integrations when we need them.
- Building and utilizing tools such as customer health score, churn prediction, and CSAT metrics to empower our teams to deliver unparalleled service to our customers.
You’re the perfect fit if you
- Have a strong background and experience (at least 2+ years) in customer success operations in the B2B SaaS industry
- Know your way around the revenue tech stack, e.g, CRMs (Hubspot is our choice for the CRM), analytics tools, CS platforms
- Have strong analytical and problem-solving skills, with experience using data and analytics to improve performance.
- Have a growth mindset and willingness to develop the team and adopt new methods constantly
- Have excellent project management abilities and can bring together cross-functional stakeholders
- Have excellent communication skills in English (oral and written)
What we offer
- Growth experience at the fastest-growing manufacturing startup in the world
- Opportunity to have a real impact in the area where Industry 4.0 and direct-to-consumer transformation are in full swing
- A competitive salary and employee stock option program (we want everybody to feel engaged and share the fruits of our collective effort)
- Flexible and remote working options (we’re a results-driven team)
- A team vibe to keep you smiling even on the rainiest days
- Health & wellness package of your choice
Skills
- Analytical Skills
- Customer Relationship Management (CRM)
- Customer Success
- Daily Operations
