Webgility – Customer Success Operations Lead – Remote, USA

Remote Customer Success Jobs, VP Customer Success Jobs
United States
May 2, 2023
$75,000 - $90,000
Full Time Remote
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Job Description

Webgility – Customer Success Operations Lead

We’re hiring a Customer Success Operations Lead whose mission will be to drive effectiveness and efficiency within our Customer Success team while supporting our goal of proactive customer engagement and product adoption. You will report to the Director of Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

Responsibilities:

Data:

  • Reporting: Report to key stakeholders on past results, renewals and upsell forecasts, as well as product usage and adoption e.g. through dashboards and presentations
  • Analysis: Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what needs attention

Processes:

  • Customer Lifecycle: Determine the timing and content of touch points for customer marketing and engagement along the customer journey, to drive optimal adoption and product loyalty
  • Email Communications: Coordinate with Marketing, Product, Support, and Onboarding to synchronize email outreaches while designing and implementing engagement outreach based on adoption triggers
  • Risk Management: Detect early signals of at-risk renewals, design playbooks for Sales, Onboarding, and Support to address them
  • Opportunity Management: Identify top candidates for upsell and broader product adoption, as well as an ideal engagement strategy
  • Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for relaying customer feedback to the Product team, aligning with the Support team on the resolution of major cases, and reporting bugs to the Engineering team, providing feedback to Sales on the readiness of our customers, and helping the Onboarding team overcome delays in implementation

Systems:

  • Systems: Implement and manage the software that facilitates Customer Success operations activities

Evaluation Criteria & Preferred Qualifications:

  • 5+ years of experience working on customer success teams
  • Passion for designing processes that scale
  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Enjoys “getting their hands dirty” by digging into complex operations
  • Takes a high degree of ownership over their work
  • Clear communicator with professional presence and influence
  • Superior written and verbal communication skills, including a demonstrated ability to effectively deliver information at the C-suite/VP level
  • Self-motivated problem solver who thrives in a dynamic and customer-focused environment
  • Highly analytical and technically proficient
  • Robust understanding of key Customer Success technology and market trends

Compensation:

  • $75,000 – $90,000 depending on experience

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