Customer Success Operations Manager
At Reify Health we serve researchers and, ultimately, patients from diverse cultures and communities around the world. We are stronger and better when we build a team that represents the people we aim to support and maintain an inclusive culture where people from a broad range of backgrounds feel valued and respected as they contribute to our mission.We also work in an industry that needs to better engage people from diverse, traditionally underrepresented backgrounds in the clinical trials we run. Therefore, our work should not, and does not, end with an aim to create a more diverse and inclusive workplace. We must also increase diversity in clinical trial participation through the solutions we create and the clinical trial ecosystem we aim to build.
By joining our Customer Success Operations and Services team, you will help us enable Customer Success to scale by implementing and optimizing systems, processes and resources.
The Customer Success Operations Manager must be organized, process driven and passionate about helping others succeed. We also welcome someone who has the ability and enthusiasm to learn a new industry and technologies.
What You'll Be Working On
- Using project management guidelines and processes to create, maintain, and track project plans, conduct project meetings and report project status
- Sourcing systems and tools needed to help the Customer Success teams increase productivity and improve scale
- Implementing, continuously improving, and administering a Customer Success Platform
- Developing an early warning system, playbooks, standardized processes, and workflows
- Collaborating cross-functionally to build a digital engagement strategy and automating touchpoints where possible
- Creating, managing and organizing Jira tickets with detailed work breakdown structure
- Recording meeting minutes and status updates and sharing them with the appropriate teams
- Helping to onboard new team members to current systems, processes & procedures
What You Bring to Reify
- Experience working in Customer Success at a SaaS company, preferably in Customer Success Operations or similar role
- Experience implementing Gainsight is required
- The ability to operate cross-functionally with teams such as Marketing, Sales, Implementation, Professional Services and Customer Success, therefore, bringing a centralized strategy across the organization
- Technical writing skills and experience building a knowledge base for how platforms and systems are set up and why
- Top notch organizational skills- you have a spreadsheet on your personal computer for when to water the houseplants
- Excellent analytical and troubleshooting skills to resolve complex issues and find effective solutions
- Positive attitude and ability to help lead others through change
- Ability to work in a high-growth environment – you are comfortable with ambiguity and find no job too big or small
We value diversity and believe the unique contributions each of us brings drives our success. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Note: We are unable to sponsor work visas at this time