DailyPay, a New York based technology company, is rapidly accelerating in its mission to help America’s Workforce take control of their financial lives. We are the pioneers in providing employees real-time access to earned wages daily, across all industries, so employees can pay bills on time and avoid late fees and payday loans. Our enterprise and midcap partners, including Berkshire Hathaway, Boston Market, Vera Bradley, Adecco, and Burger King, have reported that DailyPay has improved employee engagement, satisfaction and retention. DailyPay has been recognized for its innovative solutions, including HR Tech’s “Top 10 HRMS Solutions”, PACE's “Best in Show Award”, CreditDonkey’s “Best Finance Technology” and more recently, BuiltInNYC's “50 NYC Startups to Watch”. DailyPay is backed by leading venture capital firms and world-class strategic investors to light the path to financial security of employees throughout the United States.

The Director of Customer Success Operations will be responsible for equipping team members with the right tools, as well as creating processes and workflows across the revenue teams and the business, to assist with operating effectiveness and skill development. 

They will be in charge of systems and process controls for our CRM (HubSpot), SurveyMonkey (administering partner surveys), Trello (managing the ticket board between PST and Tech/Product), Atlassian (PST page updates) as well as Tableau (backlog reporting).

You will focus on enabling Strategy and Operations, specifically focused on the Customer Success Team and collaborating with product, marketing and business operations to develop appropriate assets and processes. You will be driving strategic projects that will enable our CS organization.

This is a new role reporting to the VP, Strategy and Operations and an exciting opportunity to grow at DailyPay! 

Responsibilities:

• Conduct an analysis of current skills, processes, knowledge and tools used by our CS team 
• Develop and manage a CS operations roadmap
• Implement the development, delivery and training of effective customer success playbooks in collaboration with Sales Enablement, Marketing, and Product Management
• Collaborate with the Marketing team to develop content to decrease client churn and improve upsells 
• Gather feedback from CS on a regular basis to constantly improve supporting programs
• Act as the system administrator for HubSpot (CRM), SurveyMonkey (Partner surveys), Tableau (PST specific reporting, backlog), Atlassian (Maven PST pages) and Trello (PST/Product ticket system)
• Create and manage system control points, including: 
• Ensure all fields across customer lifecycle (Sales & PST) are updated accurately in HubSpot
• Update data from partners intake forms 
• Complete credit approval
• Work with operations to ensure KYC forms are in before deal is moved across next lifecycle stage in HubSpot
• Standardize all PST reporting, both internally and externally (such as avg. time to close, backlog, by rep report card for KPI measurement and tracking, etc.)
• Develop and manage workflows proactively across revenue team (Sales & PST) 
• Report on past results, KPIs and future upsell forecasts
• Detect early signals of at-risk renewals, design playbooks for EPMs to address them, and provide path to escalation
• Determine the KPI metrics on which variable comps are based and refactor as needed; assist in defining those targets for KPI metrics
• Oversee team structure and refactor as needed (such as re-distribute workload as needed and forecast hiring needs)

 Qualifications:

• 8+ years of progressive responsibility in a customer success and/or operating role at a high growth or established software organization
• 2+ years building process and facilitating workflows across multiple departments and stakeholders
• Strong HubSpot skills including the ability to craft metrics, reports, and dashboards for CS team members and tie back to business goals
• Demonstrated ability to lead through ambiguity and actively build solutions for gaps that are slowing or blocking our ability to achieve results

Education:

Bachelor's degree from four-year college or university and a proven background in customer success, customer implementations and management.