If you are interested in this role, please direct your responses to: hr.usa@komprise.com
You are welcome to share this with a friend or colleague!
Company: Komprise Inc.
Job Title: Customer Success Operations Manager
Job Location: Campbell, CA / Remote
Submit Resumes to: hr.usa@komprise.com
Komprise is a fast-growing startup with an even faster growing customer base. We are hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report to the head of Customer Success and be the trusted partner in defining customer success objectives, strategy, tactics, and implementing processes that scale.
Komprise analyzes data usage across your entire storage environment, showing you what is being used (hot) and what is not (cold), so you can make smart decisions and take actions around your data storage and backup.
We are passionate about solving the most complex operational challenges that companies face when attempting to take hold of data growth and understanding how to better manage their storage footprint. We work with our customers to make the transition as smooth as possible for IT administrators, and their users alike.
Essential Duties & Responsibilities
- Create processes to make the customer onboarding journey efficient, effective, measurable, and repeatable.
- Adopt tools to automate the monitoring of customers onboarding progress, retention health, and expansion readiness. Provide visibility and alerts on delays, renewal risks, and expansion opportunities.
- Create dashboards that provide a single pane of glass view of existing customers.
- Leverage data to gain insights on how to optimize the customer onboarding experience
- Capture and report on customer usage to provide actionable feedback to the product team
- Create processes and tools to align and prioritize escalations, bug fixes, enhancement requests between functional groups (Customer Success, Support, Engineering, Product management etc.)
- Create a means to engage tier 3 customers in a tech touch manner that scales
Qualifications
- 5+ years of experience working in a Customer Success operational role in an established Customer Success organization within a SaaS/PaaS company.
- 5+ years working with a Customer Success Platform or similar CRM tools
- A data driven mindset with a passion for designing processes that scale
- Strong project management skills
- A willingness to "get your hands dirty" and take ownership of complex new initiatives
- Strong communicator able to coordinate cross-functional processes
- Effective presentation skills able to communicate at the executive level
Required Experience (minimum requirements)
- 5+ years of experience working in a Customer Success operational role in an established Customer Success organization within a SaaS/PaaS company.
Submit Resumes to: hr.usa@komprise.com
At Komprise, we don't just welcome diversity - we celebrate it! Komprise is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.
Notice to All Recruiting Agencies: Komprise does not accept agency resumes. Please do not forward resumes to our HR email alias or other Komprise employees. Komprise is not responsible for any fees related to unsolicited resumes.
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