Customer Success Operations Manager
BitriseJob Summary
We are seeking a Customer Success Operations Manager to enhance the efficiency and effectiveness of our customer success team. The role involves developing and optimizing processes, tools, and data analytics to drive customer satisfaction, retention, and expansion. The ideal candidate will have at least 3+ years of experience in customer success and operations roles, with knowledge of automation tools such as ChurnZero and Intercom. They will collaborate with cross-functional teams to ensure alignment with company operations efforts and provide actionable insights to the leadership team. With autonomy and trust, this role offers opportunities for growth and learning in a financially stable and growing company.
We are looking for a Customer Success Operations Manager to join our highly collaborative Customer Success team at Bitrise.
The Customer Success Operations role focuses on enhancing the efficiency and effectiveness of the customer success team (CSMs, Support and Solutions Architects) by developing and optimizing processes, tools, and data analytics to drive customer satisfaction, retention and expansion. This includes managing support and customer success platforms, developing standardized workflows, and providing actionable insights through data analysis and reporting. The individual will collaborate with cross-functional teams to ensure alignment with company operations efforts. Additionally, the role involves training and supporting customer success team members in the use of tools and best practices. The ultimate goal is to streamline operations and enable the customer success team to deliver an exceptional customer experience.
Main responsibilities:
Own and improve on automated processes aimed at maximizing the impact of retention and growth
Find, deploy and maintain tools and systems aimed at facilitating a scalable customer success approach
Maintain and improve on process documentation and reporting
Provide actionable insights and recommendations to the leadership team on process and tooling improvements for the growth team
Facilitate team learning on tools and systems, to ensure maximum impact of their usage
Liaise with a range of stakeholders across other departments on processes, tools and systems that span multiple parts of the organization
Requirements
At least 3+ years experience in customer success and customer success operations roles
At least 1 year experience in a strategic role, with demonstrable experience in designing cross-functional processes and workflows
Experience with - and knowledge of - a wide array of customer success and support automation
Ideally at least 1+ years of experience with both ChurnZero and Intercom
Knowledge of common integrations including Salesforce
Strong organizational and coordination skills
Experience with an IT or developer-audience
Fluent English speaking and writing skills
What we offer:
A great deal of autonomy and trust, as your contributions play a significant role in shaping and expanding the future of Bitrise.
The opportunity to learn about app development by playing a crucial role in the mobile development process for the world’s most successful companies.
The security of working in a financially stable, growing company with an ever-expanding global customer base.
A modern, recently renovated office environment optimized for comfort and collaboration, stocked with the latest tech.
From your first day, you’ll be covered by private medical insurance.
All Bitrisers are provided 2 days of paid Volunteer Days annually to support causes that matter to them.
Check out our career page to learn more!
