Director, Customer Success Operations

| Greater NYC Area | Remote
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The Director of Customer Success Operations will work across the Customer Success team to optimize process, drive efficiencies and improve the overall effectiveness of mParticle’s Customer Success organization.

This role will work alongside mParticle’s leadership team to define Customer Success strategy and KPIs, and develop the cross-functional operating system to meet and exceed those metrics. You will identify the capacity, processes and tooling required to streamline workflows within our CS organization, and collaborate with functional leads across the business to align on the CS playbook and execution strategy.

The Director, Customer Success Operations will have the opportunity to build and lead a new core function that will improve the customer experience and further enable the growth of mParticle’s customer base. We're looking for a dedicated operations leader with a passion for Customer Success and a proven track record of creating & evolving new and existing processes to increase efficiencies within a fast paced organization.

What Will You Do?

  • Lead and refine mParticle’s customer forecasting process at scale, supporting the Customer Success team with insights and workflows to maximize customer retention
  • Own the CS technology stack, selecting the tooling and operational workflows required to optimize Customer Success processes and deliver customer engagement at scale
  • Build & drive process, change management and operational efficiencies within Customer Success org
  • Define the key customer engagement metrics, including renewal/churn indicators, expansion and adoption trends, and lead the cross-functional communication of performance against these metrics
  • Drive the creation and adoption of mParticle's CS playbook to ensure activation across the mParticle product offerings, driven by CS 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

We'd Love to Hear From You!

  • Experience in a Customer Success Operations or Strategy role
  • Passion for developing and implementing processes that scale
  • Ability to lead through influence, working alongside organizational leadership (Customer Success, Operations, Product Management, and Executive Team)
  • Enjoy “getting your hands dirty” by digging into sophisticated 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 CS KPIs for internal teams and customers
  • Experience with Success technology tooling (Salesforce, Catalyst, Gainsight, etc.)
  • College degree, MBA or equivalent preferred

Our Benefits

  • Health care plans (medical, dental, vision) covered at 100% for employees and 75% for dependents
  • Generous employer contributions towards flexible spending accounts/health savings accounts
  • Flexible work environment
  • Flexible paid time off
  • Paid family leave
  • 401k
  • Stock option plan
  • Fitness reimbursement
  • Cell & Internet reimbursement
  • Commuter transportation benefits
  • Pet insurance & Pawternity leave

About mParticle

Founded in 2013, mParticle is the leading customer data platform that unlocks the full power of data for businesses. The company empowers brands to accelerate their growth strategy to keep pace with their customers by providing the most advanced data platform for web and apps across all devices in the marketplace. A trusted partner among renowned brands such as NBC Universal, Spotify and Airbnb among many others, the mParticle platform has grown to manage over 1 billion mobile users each month, capturing over $5 billion in e-commerce transactions and processes over 250 billion API calls. Recognized as one of Crain’s 100 Best Places to Work three years in a row and named to Gartner’s “Cool Vendors in Mobile App Development” list, mParticle has 100+ employees and is headquartered in New York City with offices in San Francisco, Seattle, Florida, and London.

Here at mParticle we embrace the differences that make us unique. We are dedicated to building an inclusive environment that fosters respect and celebrates an array of backgrounds and perspectives.

Employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We engage in an interactive process with any disabled applicant/employee to determine if a reasonable accommodation exists that would allow them to perform the essential functions of a position, as long as it doesn’t create an undue hardship on the company. Any medical-related information will be kept confidential.

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Location

257 Park Avenue South, New York , NY 10010

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