Customer Success Operations Manager

About Ironclad:

Ironclad is the #1 contract lifecycle management platform for innovative companies.  Every company, in every country, in every industry runs on contracts, but managing these contracts slows companies down and costs them millions of dollars. L’Oréal, Mastercard, OpenAI, and other leading innovators use Ironclad to collaborate and negotiate on contracts, accelerate contracting while maintaining compliance, and turn contracts into critical carriers of operational business intelligence. It’s the only platform flexible enough to handle every type of contract workflow, whether a sales agreement, an HR agreement or a complex NDA.

Ironclad is writing the narrative that shows how beautiful and functional contracting will change business. We’re a leader in the Forrester Wave for Contract Lifecycle Management. We have been recognized as a Fortune Great Place to Work for four consecutive years. Our innovation and work culture have been recognized by Glassdoor's Best Places to Work 2023, Forbes’ 50 Most Promising AI Companies, Wing Venture Capital's Enterprise Tech 30, and Gartner's Magic Quadrant. We’re backed by leading investors like Accel, Y Combinator, Sequoia, and BOND. For more information, visit www.ironcladapp.com or follow us on LinkedIn and Twitter.

CS Ops @ Ironclad

As the Customer Success Operations Manager at Ironclad, you will be joining a small and nimble CS Ops team that enables efficiency, effectiveness and innovation across our Customer Success Teams. In this role, you will partner with Customer Success leadership to define customer success objectives, strategies, and tactics that will help us drive a best-in-class customer experience. In addition, you will be responsible for working cross functionally to identify, lead and complete projects that improve customer health, retention and help scale operations for the future. 

What You Will Be Doing:

Strategy:

• Partner with relevant stakeholders to build and execute on streamlined customer journeys and subsequent internal processes and models that support CSM capacity & optimization.

• Build a world-class customer success toolkit that will enable every one of our CSMs to perform at his/her best including standard processes and materials for customer meetings, EBRs, SFDC + Catalyst management.

• Partner with CSM leadership to build & launch updated CSM engagements and playbooks to drive customer product adoption and ultimate value realization.

• Identify gaps in process, trending customer challenges and develop strategy/remediation plans to increase productivity and accelerate business functionality.

Data:

• Develop a deep understanding of the metrics that drive Ironclad Customer Success and manage the related data with the goal of driving insights to actions.

• Monitor dashboards daily & existing VoC metrics and communicate actionable insights to CS leaders to guide short- and long-term execution of goals.

• Ensure data quality across various systems of record and flag areas of continuous improvement.

• Track leading indicators of customer health and renewal - and analyze them to understand what’s going well and what’s not.

Processes:

• Measure the effectiveness of the team, capture operational metrics, create a cadence for review within the team, and expose metrics and associated insights to the leadership team.

• Drive account planning coordination across various GTM teams, including at the frontlines to address at-risk accounts with mitigation strategies, which can later be leveraged into org-wide processes & improvements.

• Collaborate with leadership on an ongoing basis to assess team needs. Provide multiple qualitative and quantitative data inputs to inform recommendations and build scalable process improvements, and operations opportunities.

• Document existing and new/improved processes in a centralized location to ensure internal consistency and internal adoption of best practices.

• Provide project/program management and manage day-to-day CS operations tasks (e.g., reporting, analysis, ops roadmap).

Key Skills:

• Proven track record with 5+ years of Customer Success experience with at least 2 years working in a customer operations role.

• Experience in a SaaS product environment

• Understanding of Customer Success processes/methodology and key metrics

• Proven ability to design and implement innovative programs, processes, practices or methodology across the customer success ecosystem

• Ability to think big and deliver initiatives from conception through completion

• Proven ability to handle multiple competing priorities, and ability to adapt in a flexible and fast-paced environment

• Excellent written, oral, presentation, and interpersonal communication skills

• Demonstrated ability working collaboratively across a matrix organization to achieve results important to your stakeholders. 

Benefits:

• Health, dental, and vision insurance

• 401k

• Wellness reimbursement

• Take what you need vacation policy

• Generous parental leave for both primary and secondary caregivers

Base Salary Range: $150,000 - $170,000 per year

The base salary range represents the minimum and maximum of the salary range for this position based at our San Francisco headquarters. The actual base salary offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our base salary is just one component of Ironclad’s competitive total rewards package, which also includes equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure), competitive health and wellness benefits, and a commitment to career growth and development.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.