Customer Operations Manager

| San Francisco | Remote
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About Crunchbase

Crunchbase helps over 70 million people around the world connect with the companies and people that matter. We are democratizing access to opportunities so that entrepreneurs, investors, job seekers, salespeople, and others can accelerate innovation for a better future. We are proud to build products that are shaping how companies and people connect, using our intelligence and data to help them communicate in a more meaningful way with one another.


We are committed to a positive, diverse, and inclusive culture by hiring for potential, focused on the inclusion of people who have different ways of thinking, different viewpoints, different backgrounds, and different skill sets. We value a transparent and open culture that positively impacts our teams and our products.


Crunchbase has a remote-first approach, and is open to hiring in these locations:

Atlanta, Austin, Boston, Chicago, Denver, Las Vegas, Los Angeles, Miami, Minneapolis, New York, Portland, Raleigh, San Francisco, and Seattle


Revenue Operations at Crunchbase

The Revenue Operations team is responsible for the data, process, training, and technology that supports several customer-facing teams including Sales Development, Sales, Customer Success/Experience and Business Development.


We are building our team quickly to ensure our customer-facing departments are able to adapt based on the new products, services, and people joining Crunchbase’s mission to democratize access to opportunity. Reporting to the Head of Revenue Operations, this individual will partner with Customer Success, Customer Support and Business Development Teams to design & improve the customer experience/journey. 

What You'll Do:

  • Report on and propose solutions that help each team increase metrics in the Post Sales process such as Net Retention, Upsells, NPS and Time-to-Value
  • Work with both front and back office teams to ensure licenses, permissions and data across Zuora, Zendesk, SaaSOptics, SFDC and Snowflake are accurate and seamless to provision/report on
  • Work with analytics and product to ensure Customer Success & Support have relevant and meaningful product usage data to easily identify opportunities for cross-sell, upsell and mitigating churn.
  • Work with enablement and leadership to ensure onboarding, continued education and skill development around data, technologies and processes developed by Operations are fully adopted
  • Lead customer support content and channels such as Zendesk, Crunchbase University & Knowledge Center

What We're Looking For:

  • Salesforce Certification or equivalent knowledge
  • Sophisticated knowledge of Admin of tools such as Zendesk, Gainsight, ChurnZero
  • Experience with Data Platforms and Tools such as Snowflake and Billing platforms such as Zuora
  • Capable of preparing executive-level reports, forecasting and tracking data such as Churn, Customer Health, CSAT, NPS and more
  • Great listener and high level of emotional intelligence for our Customers
  • Highly Collaborative and can communicate optimally across roles and levels
  • Ability to partner with leadership to design, implement and support a best in class customer success strategy

What Crunchbase Offers:

  • Competitive salary and equity
  • Remote first policy
  • Generous Reimbursement policy for learning and development activities
  • Monthly fitness / mental health reimbursement
  • 10 weeks of fully-paid time off for new parents
  • Flexible Paid Time Off (PTO)
  • Volunteering Paid Time Off
  • Incredible medical, vision, and dental benefits for employees & their families
  • Free One Medical Group membership for employees & their families
  • 401(k) and Roth plans, and free annual financial adviser check-in
  • Monthly internet stipend
  • Work from home allowance to purchase furniture for your work from home space
  • Annual carbon offset
  • Matching charity contributions for our Townhall awards
  • A team of creative, transparent entrepreneurs driven to accomplish our mission

At Crunchbase, we value team members who are passionate and enthusiastic about what we're building here. We believe there is no "perfect" candidate, and want to encourage applying even if all the requirements listed aren’t met. If you're passionate about Crunchbase and looking to learn and grow, then we look forward to reviewing your application!




Crunchbase does not discriminate on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, veteran status, military obligations, or marital status. Every day our team is honored to work with entrepreneurs and innovators from every corner of the globe, and we aim to build a team that reflects the diversity of our customers. Each individual at Crunchbase brings their own perspectives, work experiences, lifestyles, and cultures with them, and we believe that a more diverse team creates more innovative products, provides a better service to its customers, and helps us all grow and learn as individuals. 


#LI-MF1 #BI-Remote

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Location

Our HQ is in a central location with plenty of restaurants, coffee, and boba places, with various public transportation stops close by.

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