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Customer Success Operations Manager

| Greater LA Area
Hello! AppOnboard is looking for a Customer Success Operations Manager to work on our Customer Success team. The perfect candidate is a team player who's hungry to learn and grow their skill sets as well as pick up new ones on the fly. Additionally, you will be joining the team to help scale the operations of our Global Customer Success organization by providing the systems and business insights the organization needs to have productive and effective customer touch points. Must have at least 5 years of defining customer success objectives, strategy, tactics, and in implementing processes that scale.
AppOnboard is a next-gen platform that powers Full-Fidelity Demos, which allow users to instantly experience an app or game in the highest quality possible before downloading it. AppOnboard enables app and game testing, driving insights to product teams and optimizing app launches and onboarding.
This is a unique opportunity for someone looking to have an impact at one of the hottest startups in Los Angeles and top companies defining the future of app development. We secured $30 million dollars of funding in 2018! Watch our COO Bryan Buskas talk about AppOnboard with Cheddar on the NYSE!

Responsibilities

  • You will report to the Director of Customer Success Operations and will be their trusted partner in defining customer success objectives, strategy, and implementing processes at scale.
  • Track customer success metrics, including indicators of risk, churn, growth, upsell opportunities, and analyze results to understand the impact.
  • Implement and manage software that facilitates CS Operations activities, primarily Gainsight and Salesforce.com.
  • Create reporting for CSMs & Executives tied to AOBs customer lifecycle. Build live dashboards and reporting within Gainsight and Salesforce.com to scale the adoption of these insights.
  • Determine the timing and content of touch points for CSMs along the customer journey to drive optimal adoption and net promoter score.
  • Coordinate communications to synchronize email outreaches with identified customer touch points.
  • Detect early signals of at-risk accounts, design playbooks for CSMs to address friction, and help provide a clear path to escalation.
  • Identify and coordinate cross-functional processes that help meet growth and upsell targets and deliver on customers’ needs, including processes for CSMs.
  • Provide materials and data that enables CSMs to work more effectively.

Requirements

  • 5+ years of SaaS customer service, client care and/or customer success operations experience.
  • Must be a self-starter who has a passion for data, technology and analytics in a rapidly growing tech start-up.
  • World class problem-solving, critical thinking, communication, project management and relationship-building skills.
  • Knowledge of CRM/Business Software in the capacity of a user, support, and administrator.
  • SalesForce and Gainsight know how is a major plus.
  • Passion for designing processes that scale globally.
  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
.
  • Enjoys digging into complex operations and has the ability to synthesize data to make recommendations and provide opportunity/risk analysis.
  • Takes high degree of ownership over their work
.
  • Strong listening skills; open to input from other team members and departments.
  • Ability to lead through influence.

Perks and Benefits

  • Comprehensive medical, dental, and vision coverage with PPO and HMO options
  • Generous Time Off
  • 401k with company match
  • Fully-stocked kitchen and bi-weekly catered lunches
  • Paid parking and commuter stipend

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • ReactFrameworks
    • MySQLDatabases
    • Neo4jDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • ApptopiaAnalytics
    • AppAnnieAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • PipedriveCRM
    • SalesforceCRM
    • FreshDeskCRM
    • MailChimpEmail
    • MixRankLead Gen

Location

AppOnboard's headquarters is located in West LA, close to plenty of bars and restaurants (e.g. Westwood, Santa Monica, Sawtelle).

An Insider's view of AppOnboard

How do you collaborate with other teams in the company?

Our open office space fosters an environment of collaboration where we can always catch up with members of any team. We have frequent check-ins and roundtable discussions, which help us maintain clear communication throughout the entire organization. We all benefit from knowing about each department's goals and tackle problems together!

Molly Stott

Account Manager

How does the company support your career growth?

AppOnboard has supported my professional development by empowering me with the responsibility and freedom to explore my strengths and dive into the aspects of the business that excite me. From Day 1, I’ve felt supported in the risks that I take and encouraged to break through the professional and personal comfort zones I had created for myself.

Katie Weinstock

Senior Director of Business Development

What’s the vibe like in the office?

Just like you'd expect with any start-up with tons of promise, the office has a very exciting and high energy vibe. Everyone has a positive attitude and will pound the pavement to accomplish our goals together!

Sohair Mahmood

Head of Ad Ops

What are AppOnboard Perks + Benefits

AppOnboard Benefits Overview

We provide a multitude of benefits (Dental, Health, Vision) and a fun, start-up environment! Our main mottos are #OneTeamOneDream and #WorkHardPlayHard. We also take pride in offering all our employees with equity within the company. Check out additional perks about working at AppOnboard below!

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
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