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    Customer Experience Operations Manager - San Francisco, United States - Seesaw

    Seesaw
    Seesaw San Francisco, United States

    3 weeks ago

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    Description

    **Customer Experience Operations Manager**

    San Francisco, CA or Open to Remote in the US / Customer Experience / Full-time **Our Growth Mindset (The Mission):** Seesaw is a learning platform that brings educators, students and families together to deepen student learning. Teachers design and facilitate powerful learning experiences, students create, reflect, collaborate and make their learning visible, and families actively support and celebrate student learning. Seesaw is used by millions of K-12 students in over half the schools in the U.S.

    **The Curriculum (Your Role):** As a Customer Success Operations Manager, you will be a strategic partner to the Customer Experience Team for operational and CRM initiatives. Reporting into the VP Of Customer Experience, this role will work closely with leaders in Customer Success, Services, and Revenue Operations to drive the effectiveness and efficiency of our Customer Success team, define and measure customer success objectives and build customer experience strategy. A core part of this role will be to develop and scale the operational foundation and systems to drive the success of our teams, optimize renewal management, maintain data governance and reporting, and gather system requirements to implement new workflows on our Customer Success platforms.

    **Your Classmates (The Team):** Youll collaborate cross functionally with our Support, Services, Customer Success, and Revenue Operations team to identify trends, implement processes, and report out on progress as you manage our key reporting and workflows. **Subject Matter (Your Responsibilities):**

    + Own metrics definitions across the Customer Success team, and the associated reporting and dashboards needed by team members at the Rep, Manager, and Leadership level

    + Execute initiatives to capture customer feedback like Net Promoter Score surveys

    + Track leading indicators of retention, renewals management, adoption, utilization, growth and NPS. Develop analytical insights that drive recommendations for action around risk mitigation.

    + Conduct quarterly churn and customer health analysis to identify trends and surface meaningful insights to drive go forward CS strategy

    + Build key operational processes to surface data, mitigate risks, and drive customer growth.

    **Prerequisites (The Requirements):**

    + 4+ Years of experience with at least 2+ years in Customer Success Operations or Revenue Operations

    + Excel expertise (pivot tables, vlookups, modeling, analytics)

    + Salesforce administration/reporting experience with the ability to design and implement an excellent SFDC solution to solve a business problem

    + SaaS industry experience (recurring revenue)

    + Experience implementing and administering Customer Success platforms (ex. Gainsight, Totango)

    + Experience with Zendesk

    + Experience with SQL and data visualization tools (Tableau/Retool) is a plus

    + Experience with project management methodologies(agile, waterfall, scrum)

    We are well funded and have an experienced team. Work with the creators & leads of Google Calendar, Picasa, Maps, Facebook Platform, and Twitter. We care about building a diverse and inclusive team to better advocate for the needs of our incredibly diverse K-12 users. We prioritize work-life balance and actually walk the walk -- we care a lot about our work, but care more about our friends and family. We encourage everyone to work at a sustainable pace and have an unlimited vacation policy that people actually use. We offer competitive compensation and comprehensive benefits including full medical, dental, and vision coverage, 401(k) with company match, paid parental leave, flexible vacation policy, free lunch, wellness stipend, and charitable donation match.

    Don't let the confidence gap get in the way of applying We'd love to hear from you.

    Seesaw provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religious creed, color, sex, sex stereotype, gender, gender identity/gender expression/transgender, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, or military or veteran status. In addition to federal law requirements, Seesaw complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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