Customer Success Operations Manager at TripActions

| San Francisco
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ABOUT THE ROLE

TripActions is looking for a Customer Success Operations Manager to support and enable our global and rapidly expanding customer success team. In this role, you will own systems for the CS organization, building tools and automation that helps our team scale effectively. You will partner hand in hand with the CS leadership team to implement initiatives that drive improved performance for our team. 

RESPONSIBILITIES

  • Identify gaps in processes/systems. Partner with customer success leadership, sales, and other functions to propose and implement scalable solutions.
  • Evaluate, negotiate, implement, and roll-out systems and tools (e.g., Salesforce, Gainsight, etc.) to support our global customer success organization.
  • Build scalable processes and rules to ensure data hygiene, process compliance, and clean reporting.
  • Build and roll out automation to streamline operations and reduce workload for CS team.
  • Partner with data team, sales operations, marketing operations, and other teams to ensure systems operate effectively together. 
  • Assess and flag current and future business and systems risks, brainstorm potential solutions, and track progress towards execution.

QUALIFICATIONS

  • 4-6 years of experience in customer success or sales operations, with strong proficiency in Salesforce, Gainsight, and similar systems
  • A strong communicator, able to explain complex technical issues to technical and non-technical audiences to drive alignment and buy-in
  • A nose for value to understand where to focus efforts on in order to drive immediate value for the organization
  • An ability to balance being detail-oriented and seeing the big picture
  • A “do whatever it takes” attitude to affect change within the organization
  • An ability to work well with a variety of stakeholders towards a common goal
  • Familiarity with data structures that ease the generation of reliable data is a plus
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Technology we use

  • Sales & Marketing
    • SalesforceCRM

Location

Right in the heart of Chinatown, SF - lots of hustle and bustle. We have great restaurants nearby and we're easily accessible by public transportation

An Insider's view of TripActions

How does your team reward individual success?

SHOUT-OUTS, SPIFFS, TEAM EVENTS. If you have top bookings - you get to wear the money jacket for the whole month!

Xander Garovi

Commercial Account Executive

How do you collaborate with other teams in the company?

There is a lot of collaboration, especially with Account Executives. We partner with them to find out the best strategies for outreach and how to best position the sell in order to optimize success in the deal.

Melissa Lord

Sales Development Representative

What are some things you learned at the company?

Being at TripActions has been the biggest learning experience in my career. One of the biggest things I’ve learned is adaptability. The company/team/role has changed so much from the time I’ve started and it’s been amazing to see it grow into what it is today.

Leighann Yamami

Senior Talent Acquisition Partner

What is your vision for the company?

Too often we blame technology for making our lives hectic and friction-filled - however, we fail to recognize, we are the ones creating the technology. TripActions is flipping the script, using technology to build real human connection.

Ryan Patrick O'Neill (RPO)

Senior Alliances Manager

What are TripActions Perks + Benefits

TripActions Benefits Overview

Competitive salary
Health: Medical, dental and vision
Food: Catered meals and drinks
Stock: Be invested in our future
Savings: Take advantage of our 401K matching
Travel: $2000 personal travel stipend to use on the app every year
Commuter benefits: Pre-tax benefit plus a $1000 yearly transportation stipend
People: Friendly, nice, and smart coworkers
Work/life balance: Take time off when you need it with an open vacation policy.
Location: WeWork located in the heart of SF

Culture
Volunteer in Local Community
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
We provide free breakfast on Thursday. Employees get free lunch on Monday, Wednesday, Friday.
Professional Development Benefits
Diversity Program
Mentorship Program
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