Join us on our mission to make a better world of work.
Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.
Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.
For more information visit cultureamp.com.
How you can help make a better world of work
Culture Amp’s Revenue Operations team plays a critical role in supporting the Customer Experience (CX) organization. We are seeking an exceptional Customer Success Operations Manager to drive and implement decisions around our strategy, processes, and tools. This individual will be a RevOps business partner to the Commercial Customer Experience Leader. The primary stakeholders will be Directors running the Commercial Customer Success team and the global Renewals program. This individual will also partially support the Implementations, Training, and Support functions within the CX organization on strategic projects.
The focus for this role is to free up time and energy for our Customer Experience team by optimizing existing processes, innovating how we use our go-to-market tools, and providing structured programs so that our customer facing teams can provide the highest impact, most efficient solutions across our scaled global teams.
Examples of key job responsibilities:
- Partner with the Global Senior Director, Director of Commercial Customer Success and Director of Renewals to set strategy
- Map the Customer Success user experience and identify efficiencies with process and technology changes
- Manage book of business build processes for both Customer Success and Renewals
- Shared management of the internal RevOps Ticketing Portal where you will resolve inquiries from the field, spotting trends/patterns to introduce process and technology enhancements on a monthly basis
- Collaborate with cross-functional partners, including IT and your Sales Operations peers, to improve internal processes and minimize operational risks
Required qualifications:
- At least 12 months of consecutive operations experience with Customer Success
- Experience with Customer Success capacity planning, building books of business, and setting/tracking goals for Customer Success Managers
- Ability to analyze and communicate key trends in Customer Success including customer renewals
- Experience in managing cross-team projects to completion
- Proven experience improving processes and managing technology in a fast-paced SaaS environment
- Proficiency in tools such as Salesforce, Vitally (or equivalent - Gainsight, Planhat, etc), Looker, and Google Suite
Preferred qualifications:
- SQL or advanced Google Sheets/Excel experience
- Background in B2B SaaS
You are:
- A strong communicator: You are efficient with verbal and written communication, flagging timeline and execution risk factors
- Analytical: You can take data and interpret it to form a conclusion and recommend next steps
- Organized: You can manage a project with key milestones and timelines, particularly in ambiguity
- Collaborative: You excel in working across different functions such as Revenue Systems, Data Analytics, and IT
- An Owner: You find ways to get things done despite obstacles
This role is based out of either our San Francisco, Chicago, or New York hub locations. Candidates must be located in these hubs to be considered and be comfortable with 1-2 days in office.
For this role, the estimated base salary range is listed below. In addition to base salary, your compensation package will include additional components such as equity and benefits. For sales roles, your package may also include sales commission
The actual base salary will vary based on various factors, including market and individual skills, capabilities and experience, objectively assessed during the interview process. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.
We believe in fair & equitable pay at Culture Amp, and therefore, we build pay equity into all our programs in addition to conducting annual pay equity audits.
Base Salary Range (US)
$117,000—$125,000 USD
We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are:
- Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
- Programs, coaching, and budgets to help you thrive personally and professionally
- Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
- Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
- Team budgets dedicated to team building activities and connection
- Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
- Extended year-end breaks: An extended refresh period at the end of year
- Excellent parental leave and in work support program available from day 1 of joining Culture Amp
- 5 Social Impact Days a year to make a positive impact on the community outside of work
- MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
- Medical insurance coverage for you and your family (Available for US & UK only)
Additionally, we don't just focus on our internal community; we believe in creating a better world of work for all. We're committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place.
We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.
Please keep reading...
Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements.
We strongly encourage you to apply if you’re interested: we'd love to know how you can amplify our team with your unique experience!
Thank you for taking the time to read this advert. If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding Germany). Please watch this video from our amazing DEI Leader, Aubrey Blanche to share more on why we collect the data and how we will use it.
If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact accommodations@cultureamp.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
Top Skills
What We Do
Culture Amp is the leading employee experience platform helping companies take action to improve employee engagement, retention and performance. Culture Amp is a Culture First certified B Corporation used by 4,000+ customers including Aegon, Airbnb, Go Cardless, KIND Snacks, McDonald’s, Bon Secours Mercy Health, Salesforce and Slack. Started in Melbourne with offices in San Francisco, London, and New York City, Culture Amp has raised $150,000,000 USD from leading venture capital funds, including Index Ventures, Felicis Ventures, Sapphire Ventures, Blackbird Ventures and Sequoia Capital China.
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