Customer Success Operations Manager

Job Description:
Who We Are:
So, you've heard about being #addedtocart
At Cart.com, our mantra is "Be Brand Obsessed". Why? Because we know that our lives are shaped by the brands we interact with daily. As a new disruptor in e-commerce, Cart.com's mission is to not only help brands scale seamlessly, but also build a deeper connection with their customers. We obsess over the brands we serve and the things they care about, and that passion is what drives us to provide a consumer experience like no other.
Since our founding in 2020, Cart.com's one-of-a-kind e-commerce platform has quickly redefined how brands operate online. With our end-to-end world-class tools and services, we empower brands to manage their stores, find more customers, and deliver their products in one seamless experience. It is our mission to give brands the same capabilities as the world's largest retailers so they can do more of what they love-getting their great products into the hands of amazing customers.
We are always looking for entrepreneurial, innovative and determined humans who are eager to creatively transform the e-commerce space. Sound like you? Come hop on the brandwagon and discover what Cart.com is all about.
Cart.com is building a community that is committed to living out these 6 core values:

• WE ARE OBSESSED WITH BRANDS: We live for brands and are fanatical about their success.

• WE THINK BEYOND THE BOX: We explore new ideas and discover creative solutions. We think openly about how to serve brands and solve problems.

• WE DON'T GIVE UP: No one expected this to be easy. We are resilient- we dig in and keep going.

• WE SPEAK UP: Every person here has an obligation to question norms, voice concerns, and offer their perspective.

• WE WORK TOGETHER: We work with integrity and respect, ask for help, and extend the same help to others.

• WE ARE HUMAN: Our people are our biggest strength. We have fun and make real connections with one another and with the brands we serve.

The Role:
Cart.com has grown rapidly and is looking for an enterprising Customer Success Operations Manager who will work directly with our SVP and VPs of Value Realization & Customer Success to further accelerate our growth. You will help to establish our Customer Success Operations function by performing analyses to inform strategic decisions, designing processes to optimize customer relationships, defining and measuring KPIs, and executing accordingly to retain and expand our relationship with our customers.
The ideal candidate is a self-starter who exemplifies ownership, enjoys delivering impact in fast-paced environments, and is a collaborative partner to leaders and teams. This person will report to the Sr Manager of Go-To-Market Operations and be a key member of our greater GTM Operations team.
What You'll Do:

• Partner with senior leadership in the Value Realization & Customer Success organization to retain and grow our relationship with existing customers
• Leverage data-driven analyses to help guide strategic and tactical decisions needed to help Customer Success team members succeed
• Coordinate cross-functional processes that help Customer Success organization exceed renewal and upsell targets and deliver on customer needs
• Define key metrics, partner with Internal Analytics team to track, and draw insights
• Manage and improve the use of software applications that facilitate Customer Success activities (e.g., Salesforce)
• Ultimately, adopt ownership mindset for Customer Success Operations

Who You Are:

• You have a proven ability to design and deliver strategic and operational initiatives based on data and analyses
• You have a distinctive sense of ownership and working in high tech and fast growth environments excites you
• You are familiar with Customer Success software (e.g., Gainsight, Hubspot Service Hub, ChurnZero, etc.)
• You are able to work cross-functionally and partner with multiple VP-level stakeholders

What You've Done:

• You have 4+ years' experience in Customer Success Operations, Customer Success roles, Sales Operations, and/or management consulting firms
• You have 2+ years' Salesforce experience with familiarity creating dashboards & reports and basic object & field editing
• You have a demonstrated track record of maintaining customer retention rates, high levels of customer satisfaction, and for creating customer experiences

Nice to Haves:

• You have a Bachelor's degree in Analytics, Business, Information Systems, or related field
• You have experience working in Tableau
• You have certifications in Salesforce and/or HubSpot
• You have experience working in tech or eCommerce startups

Cart.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.