Senior Manager, Customer Success Operations
Bugcrowd is the world’s #1 crowdsourced security company. Our award-winning platform combines actionable, contextual intelligence with the skill and experience of the world’s most elite hackers to help leading organizations solve security challenges, protect customers, and make the digitally connected world a safer place.
The Bugcrowd Customer Experience Team is looking for a Manager of Customer Success Operations to join our team - working in a unique and thriving marketplace that simultaneously works with both B2B clients (Tesla, Atlassian, Intercom, etc.) and our ever-growing base of freelance Security Researchers.
About the role:
We’re hiring a Senior Manager of Customer Success Operations to design and implement new processes to improve customer satisfaction, employee productivity, and revenue growth. You will report into the VP of Customer Experience and be their trusted partner to further our goal of putting the customer at the center of everything we do through actionable customer intelligence along customer journeys.
The mission is: Position team to proactively and prescriptively act on customer intelligence along customer journeys through a consistent, repeatable and scalable customer success engine across Bugcrowd. Deliverables include:
Robust customer health score
Consistent metrics: NPS, PSAT, CSAT
Early warning system
Actionable customer success management playbooks
Impactful enablement for customers and partners
In this role, you will:
Build and launch effective programs, processes, and tools
Document current processes, workflows, and automations
Builds dashboards and reports to enable team tracking and trend analysis
Coordinates with multiple teams within Bugcrowd to identify the sources, metrics, frequency and granularity of data used in the system and performs data validation related to system updates and integrations
Identify at-risk indicators for CS organization to trigger calls to action within CS platform
Manage & Improve Business Processes
Drives adoption of Customer Success capabilities such as customer health score, customer NPS and renewal probability
Brings industry knowledge to promote technology best practices while prioritizing customer experience improvement across the organization
Ensure all CSMs have the tools and information they need to assure retention, growth, renewals, and a high NPS score.
Designs programs for customer communications.
Builds and implements repeatable processes, based on key defined scenarios (e.g., risk plans, customer engagement, playbooks, calls to action, KPI analysis, and related).
Drives ongoing analysis of playbooks, initiatives, and overall usage of the software platform to ensure CSMs are operating at their highest productivity.
Provides day-to-day operational support; identify problems and perform corrective actions
Be a part of a best-in-class Customer Success Operations organization, and an active participant in supporting a great place to work environment
Works cross functionally to leverage available customer data to provide business insights and action plans.
Architect and manage Gainsight
Gainsight Administration & Roadmap
Connects the Bugcrowd Customer Success strategy with optimal Gainsight capabilities and features, to enable tangible business outcomes for our customers and partners.
Provides recommendations on process improvements that will scale across the entire CS team, be repeatable and implemented via Gainsight and Salesforce
Responsible for system configuration, user management, data architecture, system-specific incident management, usage audits, and maintenance of Gainsight.
Evaluates existing Gainsight environment to identify short/mid/long term enhancements.
Accomplishes milestones in support of the Gainsight roadmap, leveraging latest features in support of Customer Success business goals.
Desired skills and experience:
Proven track record of working cross-functionally to understand then translate business requirements into technical solutions
Challenges status quo – confident in how to improve existing platform and process experiences
Understands the concept of customer success and the importance of data, process, people, and initiatives to help drive customer retention and growth.
Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions.
Creative, out-of-the-box thinker, and process-oriented with strong analytical and problem-solving skills to deliver results.
Enjoys getting their hands dirty by digging into challenges within complex operations.
High degree of ownership over their work - excellent organization and prioritization skills with ability to manage multiple projects, prioritize, maintain a strong attention to detail and meet deadlines with minimal supervision.
Excellent communication and writing (technical and non-technical) skills as well as oral and visual presentation skills
Strong understanding of the impact new features/processes have to the business, clients, and end users and ability to synthesize into documentation that is easily understood and relevant to audience
Ability to establish credibility and create confidence quickly and easily.
Team oriented, self-motivated, professional, with a “can do” attitude in agile environments.
Entrepreneurial, self-start approach
Excellent listening skills and highly collaborative; open to input from other team members and departments
Deep empathy for stakeholders and customers
Qualifications/Skills required and preferred:
4+ years Gainsight development/ administration experience
Proficient in Journey Orchestrator (campaigns) to support Tech Touch, Low Touch and one-to-many programs as well as aggregating customer engagement analysis to enable predictive outcomes
1+ years Gainsight end-user experience preferred
Gainsight Certified Administrator
Familiarity with common integration points for Gainsight
5+ years’ experience as a Salesforce power user
At Bugcrowd, we understand that diversity in the workplace is vital to a company’s success and growth. We strive to make sure that people are included and have a sense of being part of making Bugcrowd not only a great product but a great place to work.
We regularly hear from both customers and researchers that Bugcrowd feels like a family, and we strive to maintain that internally as well.
Our team consists of a broad range of people: musicians, adventure sports junkies, nature lovers, parents, cereal enthusiasts, night owls, cyclists, artists—you get the point.
Competitive salary and stock options.
Opportunities to attend & host relevant conferences & meetups.
Flexible vacation time.
Exceptional medical, dental & vision coverage.
Generous allowance to build the workstation that suits you.
Company-sponsored off-sites and celebrations.
Pre-tax commuter benefits.
At Bugcrowd, we are solving security threats and vulnerabilities that are relevant to everyone, therefore we believe solving these problems takes all kinds of backgrounds. We value the perspectives and experiences people from underrepresented backgrounds bring. We are a supportive & collaborative team who understand that reaching Bugcrowd’s potential depends on the happiness of the employee.
The company is authorized to obtain background checks for employment purposes under state and federal law. Background checks will be conducted for positions that involve access to confidential or proprietary information (including trade secrets).
Background checks may include Social Security verification, prior employment verification, personal and professional references, educational verification, and criminal history. Applicants with conviction histories will not be excluded from consideration to the extent required by law.