Customer Success Operations

Responsibilities

• Support Customer Success data analyses
• Instrument CS processes and discover points of leverage
• Create dashboards for organizational visibility of customer and expansion KPIs
• Execute ad hoc tactical activities to help scale day-to-day CS operations
• Store previous ARR data for churned customers in SFDC
• Rollup product-level ARR onto Accounts
• Improve auto-renewal process
• Auto turn on/off products based on CPQ-SFDC-Pylon sync
• Improve forecasting for renewals
• Improve context-sharing on future expansion opportunities when Sales hands over customer to CS
• Auto-set CSMs for new customers
• Help determine expansion potential by product line in existing base

Requirements

• 3+ years of experience in sales/revenue/CS operations, GTM operations, management consulting, investment banking, or other related field
• Expertise in Salesforce
• Analytical and data-driven
• Excited to ramp up and help shape tech stack: Equals for revenue reporting, Salesbricks CPQ, Pylon for customer success and support, Salesforce for opportunities, Hightouch for data ingestion
• Experience working at a high-growth startup
• Motivated by autonomy, high ownership, and fast iteration
• In SF (or open to relocating)

Perks

• Fully covered medical, dental, and vision insurance for employees
• 401(k) retirement plan
• Commuter benefits
• Parental leave
• Annual offsite
• Lunch, dinner, and snacks at the office
• Fitness stipend

About the role

The only customer support platform built for B2B.

We’re backed by a16z, BCV, General Catalyst, Y Combinator.

Currently more than 1000 companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io run their support and customer success workflows with Pylon. You'll also find us on the Enterprise Tech 30 List.

We’re now looking for our first Customer Success Operations Associate to help us centralize our data and build the foundation for company-wide reporting and insights.

Pay

Not specified

Schedule

Not specified