Manager, Customer Success Operations

| Greater NYC Area | Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

DRIVE EFFICIENCY ACROSS CUSTOMER SUCCESS & OPERATIONS

Customer Success Operations is part of a rapidly growing Revenue Operations team. CS Ops is responsible for the management of CS forecasting and targeting processes, as well as other processes, policies, and insights that contribute to increased productivity and effectiveness of the CS organization at Sisense. This role will serve as a trusted advisor and partner to CS leadership, as well as an interface to the broader Revenue Operations team.

This is an incredible opportunity to join a high-impact global-team. As a member of this dynamic team, you will have the opportunity to play a key role in developing processes and analytics to drive key decision making within the Customer Success organization while tackling challenging business problems and supporting change and innovation within the organization. This is a highly collaborative role, which requires excellent analysis skills, project management skills, organization, prioritization, clear communication, stakeholder management, and a passion for customer success.

WHY YOU SHOULD JOIN OUR TEAM:

Our Director of Revenue Operations brings operational experience and has grown in her career in companies both large and small. She brings a wealth of knowledge around go-to-market operations and understands what’s required to drive productivity and efficiency across the organization.

This role sits within our Business Operations team. Our VP of Business Operations has built Revenue Operations teams from the ground up and has a track-record of leading high-performing teams and driving business transformation in a number of industries, including software companies like Sisense.


HOW YOU’LL RAMP:

By Day 30...

  • You’ll develop a basic understanding of our Go-To-Market Strategy, Customer Success Process, and Revenue Streams.
  • You’ll calculate basic Customer Success business KPIs and understand the customer lifecycle process.
  • You’ll have met with the key stakeholders from the CS and Systems team and participated in key cadence meetings.
  • You’ll have a basic understanding of our CS tech stacks: Salesforce (SFDC), Gainsight, Configure, Price Quote (CPQ) and other tools.

By Day 60...

  • You’ll assist in developing, reporting, and automating key performance metrics for the CS organization.
  • You’ll provide ongoing support to audit key CS metrics within Salesforce to ensure accuracy in reporting across the business.
  • You’ll contribute to driving resolution on cross-functional projects across Customer Success, Business Operations and Systems.
  • You’ll collaborate with CS leaders to develop and support ongoing projects and initiatives.
  • You’ll meet with line leaders and operational teams to support ad-hoc analysis.

By Day 90...

  • You’ll be handling CS targeting and forecasting ongoing practice with CS Leaders
  • You’ll be the natural go-to across the business to understand and support CS metrics
  • You’ll suggest improvements in reporting efficiency and enforce an operating cadence around forecasting and operational reporting across the global CS teams
  • You’ll coordinate with cross-functional teams to identify and make recommendations for process improvements, handle ad-hoc projects, CS training, and other team enablement 
  • You’ll provide strategic guidance to the Business Systems team to assist in streamlining departmental workflows and processes in Salesforce and Gainsight
  • You’ll structure and execute operational and strategic initiatives by developing work plans, gathering and synthesizing relevant data, leading analyses and developing recommendations.

WHAT YOU’VE ACCOMPLISHED... SO FAR:

  • You have demonstrated success supporting processes, programs, and tools to improve efficiency within a Customer Success departments 
  • You’ve created and supported analysis for a Customer Success department including forecasting, weekly/monthly/quarterly metrics, targets and ad hoc analysis
  • You’ve demonstrated the ability to translate key business initiatives from CS stakeholders to project work with deliverables, and you’ve executed these projects in partnership with an IT or Systems team.
  • You have experience with both Salesforce and Gainsight
  • You have experience leading/managing projects and associated deliverable work
  • You are known for looking two steps ahead to prepare for the future state and not just focused on the “right now”
  • You have experience prioritizing multiple projects in a fast paced environment and aligning deadlines across multiple stakeholders
  • You have experience working within Excel and would consider yourself an Intermediate to Advanced user
  • You have rigorous attention to detail and ensure accuracy and effective execution of all projects and tasks undertaken, especially when data is involved
  • You have demonstrated excellent interpersonal relationship skills with ability to operate in a cross functional environment.
  • You have demonstrated that you take initiative, require little direction and have a positive attitude

ABOUT SISENSE:

  • We're a passionate, venture-funded team with more than 2000 customers, including Nasdaq,  GE Healthcare, Honda, Verizon, and Philips 
  • We believe strongly in a data-driven approach to all that we do. We're constantly measuring and optimizing everything about the business.
  • We have close relationships with our customers.
  • We’ve been recognized by Comparably, Glassdoor, and Gartner for our amazing company culture.
  • We have super high customer retention — better than best in class SaaS companies.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • D3JSLibraries
    • jQueryLibraries
    • HighchartsLibraries
    • LeafletLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • GraphQLFrameworks
    • apolloFrameworks
    • MobxFrameworks
    • RabbitMQFrameworks
    • Apache CordovaFrameworks
    • iOS SDKFrameworks
    • Android SDKFrameworks
    • IonicFrameworks
    • MongoDBDatabases
    • RocksDBDatabases
    • MonetDBDatabases
    • SeismicCMS
    • ConfluenceCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

1359 Broadway 4th Floor , New York, NY 10018

An Insider's view of Sisense

How does your team reward individual success?

Employees deserve constant recognition for their hard work and I believe in celebrating individual wins on a daily basis. My team has a Slack channel that allows us to post our wins throughout the day. On a larger scale, we have the Sisense Sizzle, a bi-weekly opportunity for the office to celebrate anniversaries, promotions, peer awards, and more!

Eden

Business Development Representative Team Lead

How do you collaborate with other teams in the company?

Collaboration is in Sisense’s DNA. Sales helps my team grow, bringing in new projects, so we return the favor when they need references or technical advice to help close a deal. R&D helps us develop solutions, so we provide them feedback to improve our product. There’s always a new challenge, but everyone is willing to pitch in.

Max

Solutions Architect

How does the company support your career growth?

Sisense hosts a program that discusses our internal mobility process and skills development to advance your career to the next level. I expressed my interest in a role on the People team in our new San Francisco office, and now I'll be relocating to help grow the engineering team there!

Avril

Technical Recruiter

What is your vision for the company?

My vision for the company is to grow a diverse and professional community of builders who will moonshot their career and accelerate our growth. We strive to empower builders to be their best selves and do their work!

Nurit

Chief People Officer

What kinds of technical challenges do you and your team face?

Delivering an effective BI solution requires data modelling, product customization, and our API to meet customer requirements. With quick access to dedicated R&D mission teams and loads of experience from colleagues, I know that everyone is committed to overcoming these technical hurdles, and this directly contributes to our customers' success.

Chad

Enterprise Business Intelligence Consultant

What are Sisense Perks + Benefits

Sisense Benefits Overview

Sisense Inc. offers a comprehensive benefits program to all eligible employees. Employees are eligible to enroll in the various plans on the date of hire, within 30 days of a qualified life event, or annually during the open enrollment period. We are confident that you will find this benefit package of great value to you and your family.

Medical, Dental and Vision plans, health savings account with employer contribution, flexible spending account employer paid long term and short term disability, employer paid Life Insurance and AD&D Insurance, additional Life and AD&D insurance options, 401K Plan w/ employer match, 10 Paid Holidays, unlimited PTO, first Friday after each end of quarter we “Come up for Air” (mandatory), Internal Meeting-Less Days, health advocacy, employee assistance program, generous employee referral program, free stocked kitchens, WellSense programs that include yoga, workout programs, etc to promote healthy/happy employees, discounted tickets (ticketsatwork), paid parental leave, pretax parking/commuter benefits (NYC), Paid Parking (AZ), Employee Experience Program that includes monthly/quarterly events like happy hours, employee outings, summer party, holiday party.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team based strategic planning
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Sisense's offers several Flexible Spending Accounts (FSA) through Wageworks. The programs are: Health Care FSA, Dependent Care FSA, and Commuter Benefits.
Disability Insurance
Sisense's provides short-term and long-term disability.
Dental Benefits
Sisense provides two options for Dental through Delta Dental: DHMO and a PPO.
Vision Benefits
Sisense's Vision Service Plan is covered by VSP.
Health Insurance Benefits
Sisense's health insurance plan is with Cigna and we offer three options, PPO, HSA - High, & HSA - Low.
Life Insurance
Sisense offers employees who work 30 hours or more, basic Life Insurance and employees have the option to elect voluntary Term Life Insurance.
Wellness Programs
Sisense's offers bi-weekly yoga classes and monthly mashups activities.
Mental Health Benefits
Sisense offers access to licensed professional counselors (health advocates).
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Customized development tracks
More Jobs at Sisense28 open jobs
All Jobs
Finance
Dev + Engineer
Legal
Marketing
Operations
Product
Sales
Content
Sales
new
New York
Content
new
New York
Finance
new
New York
Sales
new
Remote
Sales
new
Remote
Sales
new
Remote
Operations
new
Remote
Sales
new
New York
Developer
new
Remote
Sales
new
New York
Product
new
Remote
Developer
new
New York
Marketing
new
New York
Sales
new
Remote
Sales
new
New York
Finance
new
New York
Sales
new
Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Sisense's full profileSee more Sisense jobs