Customer Success Operations Manager

About MarkUp

MarkUp is the leading visual commenting platform for websites, PDFs and images. It's the perfect companion in your creative process to bring teams together, helping close the feedback loop for anyone that works with multiple collaborators on a project.

Within just 2 years, we have signed up over 250,000 users and won Product Hunt Product of the Year in 2020. 2022 is already looking to be a bright year for MarkUp as we grow out our nimble product team.

Our customers include some of the world's leading brands such as Verizon, Herbalife, Getty Images, BDO, Colliers, AIG, Rosetta Stone, Johnson & Johnson, and Dolby.

We are owned and operated by our parent company Ceros — a design platform that empowers the creation of bespoke, immersive digital experiences without code. As we share the same DNA as Ceros, we're also passionate about helping companies transform their approach to creating and managing digital content.

We are well-funded and institutionally-backed by prominent investors including Sumeru Equity Partners, Grotech Ventures, Greycroft, and Starvest Partners.

We are remote first forever with a 4½ day workweek that finishes every Friday at 1pm.

The Role

MarkUp is a product-led business; therefore, a tech touch program is vital to our success. Success includes converting non-paying customers into paying customers and increasing product adoption and growth.

The Customer Success Operations Manager will be responsible for implementing MarkUp's tech-touch programs and look for ongoing opportunities to improve user engagement through data and a test-and-learn approach.

Key Responsibilities

• Help define the MarkUp customer journey once a user is in-product
• Development of tech-touch programs, including the creation of workflows on CRM and Success platforms to increase user engagement aligning to the defined customer journey
• Actively manage the CRM platform and data flows from MarkUp.io that will be used to enable the data-driven approach
• Manage Pro and Enterprise licensing requests when required
• Work closely with the broader Revenue/Success Ops team to ensure global alignment
• Work closely with Product to increase new and existing functionality adoption through educational programs, etc.
• Development of customer success playbooks (tech/low/high touch) that aligns with the scaling MarkUp customer base
• OKRs (Measures of Success) include; net retention, growth & adoption, customer advocacy (NSP/Customer Loyalty Program)

Practical stuff we anticipate you having

• Previous experience in understanding and developing customer journeys
• Exceptional time management, facilitation, and organizational skills
• Working knowledge and execution of CRM & Success platforms, including creation and management of workflows and data management
• Outstanding working knowledge of project management and change management principles
• The ability to find ways of solving or pre-empting problems through data analysis
• Strong working knowledge of HubSpot and ChurnZero
• Basic presentation skills
• Previous role within Customer Success or Revenue Operations

Key Things to Know

• We want you to start ASAP
• This is a full-time position
• This is a remote first role

Benefits

• Competitive salary
• Private Medical Insurance
• Life and Income Protection Insurance
• Pension Scheme
• Stock options
• Generous PTO
• Wellness Fridays
• Excellent gear (Macbook Air, external monitor, etc.)
• Growth and Learning opportunities within the company
• Virtual experiences in which Cerosians can collaborate, educate, and create social connections with one another

At Ceros, we are deeply committed to the recruitment, retention, and growth of diverse talent; uniting people from unique backgrounds in our shared passion for unlocking creativity through technology.

As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.