Customer Success Operations Specialist

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.

We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we've unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L'Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on.

Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-ledB2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2's 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2's Spring'24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.

When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.

Revenue Ops (CS) Mission

Our mission within Revenue Ops (CS) is to streamline and enhance the entire partner journey, from onboarding to post-onboarding, ensuring fast and efficient transitions. We take pride in optimizing processes, improving the speed and quality of onboarding, and delivering substantial time saving for our Customer Success Managers. We are dedicated to managing all customer success activities within our CRM, creating projects that reduce costs and contribute to company profitability, and maintaining smooth internal communication flow. Our primary focus is on driving exceptional partner experiences and maximizing the value we bring to the organization.

Revenue Ops (CS) Vision

We aspire to be the driving force behind an unparalleled partner experience within Customer Success Operations. Our vision is to create a seamless partner journey that sets the standard for speed, efficiency, and quality, ultimately leading to the highest partner satisfaction. We see ourselves as a vital resource in our organization, delivering substantial time savings for our Customer Success Managers, who can then focus on building strong relationships with our partners.

We envision ourselves as the central hub for all customer success activities, managing and optimizing processes within our CRM. Our commitment extends to identifying and implementing innovative projects that not only reduce Customer Success costs but also contribute significantly to the company's profitability.

In our vision, smooth internal communication flows effortlessly, fostering a collaborative and cohesive work environment. We aim to be the driving factor that aligns all stakeholders and departments towards the common goal of exceptional partner success. Our passion lies in consistently improving and setting new industry standards, thereby ensuring our company's enduring success.

Position Summary

As a Customer Success Operations Specialist, you will be an integral part of our Customer Success Operations team, contributing to the mission and vision of creating exceptional partner experiences and optimizing the entire partner journey. Your role will focus on enhancing operational efficiency, improving onboarding processes, and driving projects that reduce costs and boost profitability. You will also play a key role in maintaining effective internal communication flows to ensure cross-functional collaboration.

Key Responsibilities

1. Customer Journey Mapping: Map the customer journey to identify touchpoints and opportunities for engagement and improvement throughout the customer lifecycle.
2. Customer Journey Optimization: Own and streamline the entire partner journey, from onboarding to post-onboarding, ensuring swift and efficient transitions and a seamless experience for partners.
3. Onboarding and Training: Ensure a smooth onboarding process for new customers, helping them get started with the software and providing training and resources to maximize their product knowledge.
4. Speed to Value: Work to improve the speed and quality of onboarding, with a focus on delivering fast and qualified onboarding, ultimately contributing to partner satisfaction.
5. Customer Health Monitoring: Continuously assess the health and engagement of customers by tracking product usage, adoption, and satisfaction. Identify at-risk customers and opportunities for upsell.
6. Data Analysis: Analyze customer data and usage patterns to identify trends and insights that can guide decision-making and product improvements.
7. Customer Feedback: Gather and analyze customer feedback to gain insights into their needs, challenges, and suggestions. Use this feedback to improve the product and services.
8. Time Savings: Implement strategies and processes that save time for our Customer Success Managers, enabling them to focus on building and maintaining strong partner relationships.
9. Playbooks and Automation: Develop customer success playbooks and utilize automation tools to guide customer interactions, ensuring consistency and efficiency in customer management.
10. CRM Management (Gainsight): Take responsibility for managing all customer success activities within our CRM, ensuring data accuracy and process efficiency.
11. Churn Analysis: Investigate customer churn and work on strategies to reduce it, including addressing root causes, improving customer support, and enhancing the product.
12. Customer Support Alignment: Ensure that customer support and success teams are aligned in their efforts, with clear processes for escalations and issue resolution.
13. Customer Success Technology: Stay current with customer success technology and tools, utilizing them to streamline processes and enhance customer management.
14. Customer Success Efficiency: Identify and create projects that reduce Customer Success costs and contribute to the company's profitability.
15. Communication Coordination: Act as the central point of contact for all internal communication within the Customer Success team. Ensure that messages and information are effectively shared across various teams and departments.
16. Cross-Functional Collaboration: Facilitate and promote collaboration among different functions within the Customer Success team, such as onboarding, support, and account management, to ensure a cohesive approach to partner success.
17. Continuous Improvement: Continuously assess and improve the effectiveness of customer success operations, adjusting strategies and processes as necessary.

Qualifications

1. Bachelor's degree in Engineering, Business, Operations, or a related field.
2. 2+ years of experience in customer success, operations, or a similar role.
3. Strong analytical skills with a data-driven approach.
4. Exceptional communication and interpersonal skills.
5. Proficiency in using customer success and CRM software (e.g., Gainsight, Salesforce, HubSpot).
6. Strong organizational skills with attention to detail.
7. Adaptability to a fast-paced, evolving work environment.

While exporting our technology to the world, we offer you:

1. A chance to work in an international, diverse, and inclusive environment
2. To be a part of an industry that's shaping the future of customer experiences
3. Opportunity to be a part of different side projects depending on your interests
4. Access to many hard and soft skill training to help you improve and challenge yourself
5. Access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
6. Space to share your skills through training sessions and workshops if you wish. Sharing is caring
7. Free access to exclusive platforms such as Blinkist, Masterclass, and Spotify
8. Chance to become a Shareowner with the "Shareowner System"
9. Inclusive Private Health Insurance
10. Food ticket to cover all the yummy food expenses monthly
11. The infamous team activities are bursting with fun. Check out: https://www.instagram.com/lifeatinsider/
12. No Dress Code

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

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