Customer Success Operations Manager - US

Location: San Francisco, Austin or Remote

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Contentstack is searching for the ideal candidate to join our team as a Customer Success Operations Manager. Your main role will be to enable the customer success team, acting as their point of contact for all customer-related systems management needs. Everyone at Contentstack works for the customer, and it is your job to ensure the Success team’s processes and systems, are working seamlessly to enable CSM engagement and data integrity.

Who We Are

Contentstack™ combines the best of Content Management System (CMS) and Digital Experience Platform (DXP) technology. It enables enterprises to manage content across all digital channels and create inimitable digital experiences. Contentstack pioneered the headless CMS category and combines content infrastructure with the industry's #1 integration capabilities to deliver a best-in-class Content Experience Platform (CXP). Renowned for earning the highest customer satisfaction in the industry, Contentstack has been recognized as the leading innovator in the Dynamic Experience Management category. The Contentstack platform was designed from the ground up for large-scale, complex, and mission-critical deployments. It is the preferred API-first CMS for SAP customers.

Responsibilities

  • Responsible for the overall success of Customer Success Systems
    • Work with the Sales Operations manager
      • Smooth transitions from Sales to Customer Success
    • Data hygiene and tracking to create valuable metrics
    • Manage and iterate on Customer Messaging
    • Salesforce Experience preferred
      • Create individual Salesforce reports & Dashboards
    • Responsible for administering all additional Customer Success tools
  • Become a process and knowledge resource
    • Troubleshoot Customer Success systems related issues
      • Manage a Jira support board
    • Plan, develop, build and iterate on Customer Success systems trainings
      • Responsible for Customer Success LMS courses
    • Build and maintain internal process documentation in Confluence
  • Oversee and assist in onboarding of new Success Managers
    • Provision new team members to systems
    • Help walk team members through LMS courses
      • Ensure their completion in a timely manner

Qualifications

  • Work Experience (minimum 2 years):
    • As a Customer Success Manager; or
    • As a Sales Operations Manager; or
    • As a CS Operations Manager; or
    • As a Salesforce Administrator
  • Education:
    • Have a Bachelor’s degree
    • Have knowledge of Software as a Service, and hopefully CMS
    • Have an attitude to be always willing to learn something new!
  • Passion:
    • For customers to be successful
    • For working to enable others
    • For solving difficult challenges
    • For doing more than just a job description
  • Communication Stills:
    • Ability to listen effectively
    • Ability to speak intelligently and concisely
    • Ability to host a video presentation and product demonstration
    • Ability to create internal content and videos
  • Team Player:
    • Who is a backstop to their colleagues
    • Who looks to get their hands dirty
    • Who relishes the chance to stick around late

What We Offer

  • Interesting Work: This is NOT your boring, routine, cushy, rest-and-vest big company job. This is the “challenge yourself” kind of job where you learn something new every day and never stop growing.
  • Compelling Comp: This isn’t rest-and-vest. This is #sweathardretireyoung. Competitive compensation, bonuses and a corporate equity plan reward hard work and high performance.
  • Bragging Rights: We work with the most prestigious brands, from big-name retailers to airlines, to professional sports teams. Your contribution will make an impact with many of the most recognizable names in almost every industry. From the Miami HEAT to Dreamforce to Vegas – our team gets backstage access that will make your friends FEEL the FOMO.
  • Benefits: Healthcare, dental, vision, 401(k), commuter checks, etc. – we’ve got you covered.
  • Entertainment: With spontaneous office happy hours to organized team outings (Karaoke, Escape room, Wine tasting), we don’t think you’ll ever be bored.
  • Nice People: We have a “no a**hole policy”. We only hire nice people who treat each other with respect. We are ONE team and act as such. Everyone here has a memorable story about how a colleague (or the company) went above and beyond to support them in a time of need. As a result, people genuinely like each other and we have folks that work remotely and fly in (or drive several hours) just to hang out with their colleagues/friends.
  • Seat at the Table: We do not believe in artificial hierarchies. If you’re part of the team, you get a seat at the table. This includes unfiltered access to our C-Suite and regular updates about the business and its performance. Which, btw, is through the roof, so it’s a great time to be joining…

Contentstack is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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