We believe that everyone can and should automate the tools they use every day.

The Tray Platform empowers anyone to do more, faster by harnessing automation with the leading, low-code general automation platform.

With Tray.io, citizen automators throughout organizations can easily automate complex processes through a powerful, flexible platform, and can connect their entire cloud stack thanks to APIs.

Your Mission

The Director of Customer Success Operations will play a key role in operationalizing our Customer Success programs, with a key focus on scaling the delivery of our Customer Success teams. These teams include Support, Services, Customer Success, Renewals and Systems Operations.

You will be responsible for driving and governing long term projects and daily requests that support the scalability of the entire Customer experience, from onboarding through renewals. As an analytical problem solver and self-starter, you will build reports/dashboards to develop business intelligence for customer success. 

What You Will Do

• Deployment and adoption of NetSuite; constructing NetSuite dashboards to quantify PS performance
• Deployment and adoption of Asana across pre and post sales for project management tracking
• Sourcing, negotiation and deployment of CX platform; quantifying CX across company
• Supporting the Account Management org in developing processes to track and improve account health, at risk renewals as well as tracking root causes for customer churn
• Account Management and Customer Success capacity planning
• Service and Support related reports and dashboards to assist in metric reporting
• SOW desk, SOW creation and support

About You

• B2B SaaS experience helping post-sales departments scale in the start-up phase 
• Experience rolling out Professional Service Automation tools
• Hands on experience in a Customer Operations role
• Experience with data querying and scoping; analysis and modeling; summarizing and reporting
• Experience putting together Statement of Work for enterprise customers

For this role, we are keen to speak with candidates based in one of our main Customer Success hubs - Chicago, Atlanta or San Francisco. At tray.io, you will have the flexibility to work from home while also connecting with colleagues face to face when you want to.

Your team will fully support you to do your best work.

Our team is humble but fiercely ambitious people, who take immense pride in what they do. We work in a culture built on friendship, transparency, and above all, looking out for one another. The heart of Tray.io is made of generosity and trust. It is a community built on individual interactions between people who think differently; who are always available to help, to answer questions, and to empower. You'll have endless opportunities to learn and grow in a fun, fast-paced, and open environment. We love to achieve things that haven’t been done before.

We believe in diversity and equal opportunity

We believe that in building diversity we build strength. We encourage all to apply, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.