Customer Success Operations Manager

About us

Reachdesk is the only global, data-driven gifting platform that empowers companies to deliver moments that matter at scale. We help businesses create unforgettable experiences and build deeper connections with their prospects, customers, and employees by sending thoughtful, timely, and relevant gifts.

Reachdesk's technology powers valuable engagement insights and granular reporting on ROI so that your budget is spent where it matters most. Our platform integrates with your tech stack to deliver moments that matter across the entire customer and employee lifecycle.

Reachdesk has raised $49M in funding and we've been recognis(z)ed as one of the Top 5 Fastest Growing Products as ranked by G2. We're assembling a world-class global team across London, Lisbon and New York offices, with stratospheric growth and exciting product releases en route!

About the Role

We are looking for a Customer Success Operations Manager to create a solid framework of measuring our Customer Success team performance, and assist them in delivering outstanding results with robust data reporting.

Key responsibilities include:-

• Analysis and operational use of the Customer Success team's real-time data.
• Reporting and forecasting Customer Success performance.
• Creating, communicating and compensating Customer Success team OKR's and KPI's.
• Owning and monitoring the team's data quality.
• Identifying areas of potential improvement and leading process change.

About You

The ideal candidate will have:

• 2-5 years experience in a Customer Success operational/data role.
• Subscription based SaaS experience.
• Solid experience with Customer Relationship Management Software (e.g. Hubspot, Strikedeck, Gainsight, Totango, Salesforce).
• Knowledge of in-app messaging Software (e.g. Intercom).
• Good use of support platforms (e.g. Zendesk, FreshService).
• Experience with Customer Success enablement, onboarding and training.
• Experience in establishing data-driven Objective Key Results (OKRs) and Key Performance Indicators (KPIs) for Customer Success.

Benefits & Perks

• Competitive salary
• The chance to build something special and work directly with experienced founders
• An opportunity to grow quickly with a company that is breaking new ground
• Full autonomy over your own team and projects
• Remote working & flexible hours
• Competitive Medical, Dental, Vision coverage
• One medical, Talkspace, and Teladoc memberships
• Monthly Wellness Stipend
• 401(k) matching program
• Unlimited PTO

We believe that a diverse team will help us achieve our mission sooner and we're actively seeking applications from candidates of all backgrounds.