Customer Success Operations Manager

Who is Signpost?

Signpost is THE modern receptionist that helps small and medium businesses effortlessly grow and provide excellent customer service. Our client's business grows through our ability to respond instantly to inbound inquiries with live receptionists and software responses, and relentless, precise follow-up to convert leads into actual customers. Our clients love us!

We’re looking for a full time, remote contributor to join our operations team to support our Customer Success operations. We would like someone with experience that can hit the ground running. 

You’ll be a great fit if you: 

• Enjoy working cross-functionally 
• Are a process thinker and a problem solver
• Are a superb communicator
• Enjoy learning the detailed ins and outs of business operations systems 
• Have the technical abilities to configure customer service systems

• Working with sales, customer success and product management organizations to design the customer journey
  
• As an individual contributor supported by the Operations and Data teams, you’ll own the configuration of customer success systems to support the customer journey.
  
• With the assistance of the the Data team, deliver reporting that assists Customer Success, Sales and Product leadership to understand performance of the customer journey (and where we have room to improve). Analyze data and build reporting via SQL to equip the customer success team with the necessary information to derive insights and drive improvements.
  
• You’ll manage the day-to-day administration of Signpost’s Customer Success Systems - which currently includes Gainsight, Freshdesk, and Braze - ensuring systems work well together, troubleshooting and working with teams to ensure data flows correctly through proper integrations.
  
• Serve as a critical thinker to proactively suggest technical solutions, improve workflows, and prepare, maintain, and analyze reports that will help improve daily, weekly, monthly, and quarterly KPIs.
  
• Partner with Customer Success leadership on performance plans and metrics such as MRR, client retention, and product adoption and usage.
  
• Assist with onboarding and training new Customer Success talent.

You’re a passionate teammate who loves to make things run more smoothly by improving processes and automation.  Your understanding of customer success software, systems, and tooling - combined with your ability to use data to identify key trends - helps customer success teams provide value and enable customers to be successful. 

• A bachelor’s degree from a four-year university.
• 3-5 years’ experience in a Customer Success operations, Customer Success, or similar role.
• Advanced Excel or Google Sheets skills.
• Writing queries to pull data using SQL skills - used regularly in prior experience.
• Ability to understand high-level customer success strategies, translate them into system and process requirements, and ensure tactical execution and business impact.
• Experience working cross-functionally, managing data, and using it to improve systems, workflows and processes.
• Familiarity with Customer Success Systems such as Gainsight, Freshdesk, Hubspot, Braze, Zapier, dialing and scheduling systems. 
• Strong Gainsight administration skills
• A detail-oriented mindset and a bias for action.

• Experience using BI tools – e.g., Looker.
• Gainsight (or similar) certification.
• Experience in a SaaS business environment.
• Implementation experience and general technical and troubleshooting skills.

• A collaborative, learning and growth-oriented Business Operations organization.
  
• We believe a healthy employee is a happy employee and offer health, dental, and vision benefits for employees and their dependents.
  
• Flexible PTO policy.
  
• 401k plan.
  
• While this position supports a remote working contributor, we are headquartered in Denver, Colorado.
  
• $75,000-$95,000 annual salary, depending on skills and experience

Check out our website and learn about our platform and who we work with.  If our mission piques your interest and you have the background we are looking for, please apply by providing your resume and answering our role specific questions.  We look forward to hearing from you!

Work remotely: Yes