Customer Success Strategy and Analytics Manager at TripActions

| San Francisco
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ABOUT THE ROLE

TripActions is looking for a Customer Success Strategy and Analytics Manager to support and enable our global and rapidly expanding customer success team. In this role, you will build reporting, analytics, and dashboards for the CS organization, and work closely with CS managers and leadership to interpret data and develop strategic initiatives to hit aggressive performance targets. You will partner hand in hand with the CS leadership team to set and execute the strategy for fast growth, building a large-scale global business organization.

RESPONSIBILITIES

  • Partner with data team to develop end-to-end analytics and dashboards to continually monitor the health of the customer success organization across entire lifecycle. 
  • Conduct analysis to identify root causes of key trends and implement initiatives to accelerate launch cycle and improve customer adoption, satisfaction, and retention.
  • Educate and train new and existing stakeholders on how they can use data to make better decisions.
  • Support implementation, roll-out, and training for systems and tools used by customer success team.
  • Assist customer success leadership with strategic planning, including headcount, compensation, segmentation, metrics, and targets.
  • Assess and flag current and future business risks, brainstorm potential solutions, and track progress towards execution.

QUALIFICATIONS

  • 4-6 years of experience in customer success or sales operations, or analytical role like management consulting or finance
  • Intellectual curiosity to regularly challenge the status quo
  • 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
  • Proficiency in Excel, Salesforce, and BI tools (e.g., Tableau)
  • Proven facility in generating operational dashboards that measure KPIs; experience with customer success systems and tools a big plus
  • Experience with software/SaaS companies and go-to-market strategies is a plus
  • Familiarity with data structures that ease the generation of reliable data is a plus
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • KotlinLanguages
    • SwiftLanguages
    • AngularJSFrameworks
    • SpringFrameworks
    • 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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