OwnBackup
No company operating in the cloud should ever lose data.
Englewood Cliffs, NJ

Director of Customer Success Operations at OwnBackup

| Greater NYC Area
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The Job

Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly $500 million in funding from AIkeon Capital, B Capital Group, BlackRock Private Equity Partners, Insight Partners and others.

OwnBackup is seeking a highly qualified and motivated Director of Customer Success Operations to lead a core function that will improve customer experience and further enable the growth of OwnBackup’s customer base. You have a passion for Customer Success and a proven track record of creating and evolving new and existing processes to increase efficiencies within a fast-paced organization. You have a thoughtful and strategic approach to creating customer lifecycle solutions for companies large and small.

You will work across OwnBackup’s Customer Success teams to optimize processes, drive efficiencies, and improve the overall effectiveness of OwnBackup’s global Customer Success organization. Partnering alongside OwnBackup’s Customer Success Leadership team, you will help define Customer Success strategy and KPIs, and develop the cross-functional operating system to drive growth. You will identify the capacity, processes and tooling required to streamline workflows within our Customer Success organization, and collaborate with functional leads across the business to align on the Customer Success playbook and execution strategy.

Your Day-to-Day Role
  • Lead and refine OwnBackup's customer lifecycle process at scale, supporting the Customer Success team with insights and workflows to maximize customer retention
  • Own the Customer Success technology stack, selecting the tooling and operational workflows required to optimize Customer Success processes and deliver customer engagement at scale
  • Build & drive the process, change management, and operational efficiencies within Customer Success org
  • Partner with the Sales Ops team to define and track the key customer engagement metrics, including renewal/churn indicators, expansion and adoption trends, and lead the cross-functional communication of performance against these metrics
  • Partner with the Learning & Development group to build comprehensive internal and external enablements programs
  • Drive the creation and adoption of OwnBackup's Customer Success playbook to ensure activation across the OwnBackup product offerings, driven by Customer Success data & insights (ie product analytics, automated customer outreach, consumption metrics, integrations, etc)
  • Partner with Customer Success and cross-functional leaders to earn credibility through your expertise on process and systems as a strong communicator and effective influencer throughout all levels of the business
  • Lead with creative problem solving, understanding the inputs required to define the strategy while considering the holistic organizational operating system
Your Education and Experience
  • 5+ years of experience in a customer success operations, strategy and/or customer success leadership role, preferably within the B2B software-as-a-service (SaaS) industry or similar
  • Superior project management and organization skills
  • Passion for developing and implementing processes that scale, supported by technology - for B2B accounts ranging from small (5 users) to large (100k+ users)
  • Ability to lead through influence, working alongside organizational leadership (Customer Success, Enablement, Operations, Product Management, and Executive Team)
  • Enjoy "getting your hands dirty" by digging into sophisticated Customer Success operations
  • Ability to break down ambiguous problems into concrete, manageable components and deliver the efficient operational solutions
  • Proven track record of leading change management, building aligned tooling and developing methods to measure and systemize Customer Success KPIs for internal teams and customers
  • Experience with Customer Success technology tooling (Salesforce, Gainsight, etc.)
  • Compelling storytelling, with the ability to leverage data to drive action, including for non-analytical audiences
  • Strong people management, coaching and development experience
Why you would want to work at OwnBackup:

We recognize and rewards hard work with:

  • Stock option plan
  • Paid benefits for employees and their dependents, including medical, dental, vision, disability and life insurance
  • We want you to be your best, authentic self by supporting you with:
    • Diverse, driven, and passionate team of coworkers who want you to succeed
    • Unlimited paid time off policy; including sick leave and 8 weeks of 100% company-paid parental leave for both birthing and non-birthing parents
Important Details

This is a full-time position. The ideal candidate will work out of our New Jersey office to maximize collaboration and interaction with the business. 

OwnBackup is dedicated to creating an environment where employees thrive.  It’s why we provide every employee with unlimited PTO, generous medical benefits, and a 401(k) savings plan. We also offer catered lunches in the office five days a week, a full fitness center, and free shuttle bus service to and from New York City.

New employees also have the opportunity to attend our award-winning new hire bootcamp, which customizes the onboarding experience by role, provides new employees with invaluable hands-on training within their first few weeks at the company, and gives employees the chance to meet their new colleagues in-person.

Creating an environment where employees thrive also means making sure every employee feels accepted. As we scale to help all types of companies protect precious data, our team must reflect the diversity we serve. OwnBackup is an Equal Opportunity Employer and we believe that every employee in the company brings a unique perspective that they can and should contribute in order to make an impact every day. We strive to be one team, one culture, and one family that builds trust through transparency. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.

A Bit About Us

Have a look at our website and read through the AppExchange reviews to get to know OwnBackup a little better. Founded in 2015, OwnBackup is backed by top-tier venture capital firms and has experienced 100% year-over-year growth, establishing early market dominance in a Salesforce ecosystem that includes over 150,000 customers. And while we’ve experienced tremendous growth providing backup and recovery solutions for Salesforce customers, we are now offering our world-class data protection solution across other clouds, like Microsoft Dynamics 365. At OwnBackup, our vision is to empower customers to own and protect their data on any cloud platform.

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Where we are

Englewood Cliffs is a chic business hub 10 minutes north of NYC. Our office is situated on an amazing campus with extensive amenities.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • CSSLanguages
    • ReactLibraries
    • CSSLibraries
    • HTMLLibraries
    • DjangoFrameworks
    • Ruby on RailsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • BalsamiqDesign
    • JIRAManagement
    • TrelloManagement
    • HubSpotCMS
    • Microsoft DynamicsCRM
    • SalesforceCRM
    • HubSpotEmail
    • HubSpotLead Gen
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What are OwnBackup Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

An Insider's view of OwnBackup

How does your team reward individual success?

At Ownbackup, internal promotions are extremely common. This is a key attainable measurement of success, rewarded based on your current role and interest in growth.
Beyond hitting our sales goals and metrics, we look forward to the opportunity to attend Presidents Club held in Aruba every April.

Tara Draganescu

Account Executive

What does your typical day look like?

My day at OwnBackup starts off pretty great. I commute in on the Manhattan shuttle that OwnBackup offers which makes my life that much easier. When I arrive at our HQ I'm greeted by everyone as I walk through the office. I head to my desk, latte in hand, and conduct my morning recruiter calls, review applications, and sync up with hiring managers.

Shira Jason

Talent Acquisition Partner

How has your career grown since starting at the company?

I have been privileged with many opportunities to tremendously succeed and grow in my professional career at OwnBackup. I originally started as an SDR and after hitting my metrics I moved up to SDR 2, SDR 3, and then ADR (Account Development Representative) & Team Lead. I now am the Business Development Manager of the SDR team in North America.

Shira Osdoba

Sales Enablement Manager

How do you make yourself accessible to the rest of the team?

Our team is a very intense and process/transactions driven environment. I always make myself accessible on the “call floor”, for meetings, conversations or just brainstorming. I truly believe in an open-door policy where anything & everything is “on the table”. It’s best to talk everything out, instead of holding it in.

Rob Ween

Area Vice President

What’s the vibe like in the office?

The vibe in the office at OwnBackup is unlike any other place I’ve worked. When you walk in there’s always people around not only working hard but having a great time while doing it. It's the kind of place where you’re always happy to come in and see your friends (colleagues). The kitchen snacks and happy hours don't hurt either.

Adam Layman

Director of Solution Engineering

OwnBackup Careers in New Jersey
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Greater NYC Area
2 weeks ago
The Job Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly

Enterprise Solution Engineer-Public Sector

OwnBackup
Greater NYC Area
2 weeks ago
The Job Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly

Enterprise Account Executive, Public Sector - Remote

OwnBackup
Remote
2 weeks ago
As OwnBackup continues to scale into the next phase of growth, we are looking for determined Enterprise Account Executives to not only hunt for net new business, but to also grow their careers as sales professionals for years to come. In this quota carrying role, you will convert prospects into paying customers by handling both inbound and outbound leads. Your mission will be to identify opportunities with prospects and new clients to build them into long-term profitable relationships. As you achieve and surpass your goals, you’ll unlock a wealth of opportunity at OwnBackup to continue you career development. Many of our Enterprise Account Executive have moved up to management roles or have become Enterprise Account Directors.

Digital Marketing Manager

OwnBackup
Greater NYC Area
2 weeks ago
The Job Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly

Solutions Engineering Enablement Manager

OwnBackup
Greater NYC Area
2 weeks ago
The Job Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly

Software Engineer, R&D

OwnBackup
Greater NYC Area
2 weeks ago
The Job Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly

Senior Corporate Counsel - Corporate

OwnBackup
Greater NYC Area
2 weeks ago
Senior Corporate Counsel - Corporate The Job Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private

Product Manager - API

OwnBackup
Greater NYC Area
2 weeks ago
The Job Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly

Front End Engineer, R&D

OwnBackup
Greater NYC Area
2 weeks ago
The Job Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly

Senior Talent Acquisition Partner

OwnBackup
Greater NYC Area
2 weeks ago
The Job Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly

Director of Partner Marketing

OwnBackup
Greater NYC Area
2 weeks ago
The Job Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly

Strategic Partnerships, Manager

OwnBackup
Greater NYC Area
3 weeks ago
The Job Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly

Enterprise Solution Engineer, Remote

OwnBackup
Remote
3 weeks ago
The Job Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly

Account Development Representative

OwnBackup
Greater NYC Area
3 weeks ago
ADRs will play a multi-faceted role that will be integral to the success of OwnBackup’s go-to-market strategy. ADRs are at the crux of sales and marketing, and responsible for one of the most important steps in the sales process: building pipeline. The ADR role is perfect for someone with 1 year of SDR experience, or still early in their sales career who is hungry, ambitious, intelligent, and high energy.

Senior Director Corporate Communications

OwnBackup
Greater NYC Area
3 weeks ago
The Job Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly

Enterprise Solution Engineer, Remote

OwnBackup
Remote
3 weeks ago
Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent, all companies are at risk. That’s why so many companies choose OwnBackup, the #1 cloud data protection platform on the Salesforce AppExchange and global leader in SaaS data protection. With nearly 4,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised nearly $500