Insider
Customer Success Operations Specialist
The Role
Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
Insider One is the #1 platform that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and become unstoppable.
Our story began with six desks and a vision to create a single platform to make industry-first technologies and emerging channels accessible to marketers worldwide. Today, Insider One is powered by 1,500+ team members representing 50+ nationalities across 30+ offices. With AI at its core and an integrated Customer Data Platform (CDP), Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels, including WhatsApp, SMS, Email, Web, App, and Site Search.
We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 2000+ customers from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on.
Insider One was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world. Loved by customers, recognized by analysts, we are the only vendor recognized as the #1 leader in all the capabilities marketing and customer engagement teams need. Don’t just take our word for it — see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves.
From day one, Insider One’s mission has not only been to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our social responsibility initiatives like 100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 30+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM.
Behind all these achievements is an exceptionally talented, visionary team of overachievers that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading.
Revenue Ops (CS) Mission
Our mission within Revenue Ops (CS) is to streamline and enhance the entire partner journey, from onboarding to post-onboarding, ensuring fast and efficient transitions. We take pride in optimizing processes, improving the speed and quality of onboarding, and delivering substantial time saving for our Customer Success Managers. We are dedicated to managing all customer success activities within our CRM, creating projects that reduce costs and contribute to company profitability, and maintaining smooth internal communication flow. Our primary focus is on driving exceptional partner experiences and maximizing the value we bring to the organization.
Revenue Ops (CS) Vision
We aspire to be the driving force behind an unparalleled partner experience within Customer Success Operations. Our vision is to create a seamless partner journey that sets the standard for speed, efficiency, and quality, ultimately leading to the highest partner satisfaction. We see ourselves as a vital resource in our organization, delivering substantial time savings for our Customer Success Managers, who can then focus on building strong relationships with our partners.
We envision ourselves as the central hub for all customer success activities, managing and optimizing processes within our CRM. Our commitment extends to identifying and implementing innovative projects that not only reduce Customer Success costs but also contribute significantly to the company's profitability.
In our vision, smooth internal communication flows effortlessly, fostering a collaborative and cohesive work environment. We aim to be the driving factor that aligns all stakeholders and departments towards the common goal of exceptional partner success. Our passion lies in consistently improving and setting new industry standards, thereby ensuring our company's enduring success.
Position Summary
As a Customer Success Operations Specialist, you will be an integral part of our Customer Success Operations team, contributing to the mission and vision of creating exceptional partner experiences and optimizing the entire partner journey. Your role will focus on enhancing operational efficiency, improving onboarding processes, and driving projects that reduce costs and boost profitability. You will also play a key role in maintaining effective internal communication flows to ensure cross-functional collaboration.
What You Will Do
- Customer Journey Mapping: Map the customer journey to identify touchpoints and opportunities for engagement and improvement throughout the customer lifecycle.
- Customer Journey Optimization: Own and streamline the entire partner journey, from onboarding to post-onboarding, ensuring swift and efficient transitions and a seamless experience for partners.
- Onboarding and Training: Ensure a smooth onboarding process for new customers, helping them get started with the software and providing training and resources to maximize their product knowledge.
- Speed to Value: Work to improve the speed and quality of onboarding, with a focus on delivering fast and qualified onboarding, ultimately contributing to partner satisfaction.
- Customer Health Monitoring: Continuously assess the health and engagement of customers by tracking product usage, adoption, and satisfaction. Identify at-risk customers and opportunities for upsell.
- Data Analysis: Analyze customer data and usage patterns to identify trends and insights that can guide decision-making and product improvements.
- Customer Feedback: Gather and analyze customer feedback to gain insights into their needs, challenges, and suggestions. Use this feedback to improve the product and services.
- Time Savings: Implement strategies and processes that save time for our Customer Success Managers, enabling them to focus on building and maintaining strong partner relationships.
- Playbooks and Automation: Develop customer success playbooks and utilize automation tools to guide customer interactions, ensuring consistency and efficiency in customer management.
- CRM Management (Gainsight): Take responsibility for managing all customer success activities within our CRM, ensuring data accuracy and process efficiency.
- Churn Analysis: Investigate customer churn and work on strategies to reduce it, including addressing root causes, improving customer support, and enhancing the product.
- Customer Support Alignment: Ensure that customer support and success teams are aligned in their efforts, with clear processes for escalations and issue resolution.
- Customer Success Technology: Stay current with customer success technology and tools, utilizing them to streamline processes and enhance customer management.
- Customer Success Efficiency: Identify and create projects that reduce Customer Success costs and contribute to the company's profitability.
- Communication Coordination: Act as the central point of contact for all internal communication within the Customer Success team. Ensure that messages and information are effectively shared across various teams and departments.
- Cross-Functional Collaboration: Facilitate and promote collaboration among different functions within the Customer Success team, such as onboarding, support, and account management, to ensure a cohesive approach to partner success.
- Continuous Improvement: Continuously assess and improve the effectiveness of customer success operations, adjusting strategies and processes as necessary.
What You Will Need
- Bachelor's degree in Engineering, Business, Operations, or a related field.
- 2+ years of experience in customer success, operations, or a similar role.
- Strong analytical skills with a data-driven approach.
- Exceptional communication and interpersonal skills.
- Proficiency in using customer success and CRM software (e.g., Gainsight, Salesforce, HubSpot).
- Strong organizational skills with attention to detail.
- Adaptability to a fast-paced, evolving work environment.
What We Offer
- Enjoy a monthly meal allowance designed to enhance your daily routine
- Access comprehensive private health insurance.
- Find your people with yoga classes, running and cycling clubs, and nutrition workshops.
- Feed your curiosity with access to Spotify, LinkedIn Learning, Blinkist, MasterClass, Neoskola, and CloudGuru.
- Level up with internal trainings covering AI fundamentals, coding, foreign languages, and a wide range of personal development skills.
- Be part of a diverse team that’s as global as it gets — where every voice is heard and 50+ nationalities build together.
- Become a Shareowner through our eligibility-based “ESOP” and own a piece of what you build.
- Help build the team you want to work with and enjoy rewarding referral bonuses.
- Opportunities to give back to your community through volunteering and purpose-driven social impact projects.
- From global retreats to team-building activities, expect year-round events that turn into lifelong memories.
We aren't just hiring for a position; we are hiring for a mission — a mission to build a lasting legacy that will set the benchmark for the most progressive tech companies out there.
To do this, we are looking for exceptional talent to join a community of good-hearted individuals who take high ownership and are relentlessly driven to go the extra mile.
If this sounds like who you are and where you aspire to be, we are excited to meet you.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
Please follow Insider One on LinkedIn, Instagram, Youtube, and Medium!
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The Company
What We Do
Insider—one platform for individualized, cross-channel experiences—enables enterprise marketers to connect customer data across channels and systems, predict their future behavior with an AI intent engine and individualize customer experiences. Marketers use Insider’s platform to deliver experiences across channels like Web, App, Web Push, Email, SMS, and Messaging Apps (WhatsApp, Facebook Messenger, RCS). Insider recently unlocked unicorn status and NASDAQ congratulated the company for becoming one of the few woman-founded, women-led B2B SaaS unicorns in the world. Insider was named as the #1 Leader in The Forrester Wave for Cross-Channel Campaign Management 2021 and Gartner Magic Quadrant for Personalization Engines 2021. The company has been named #1 Leader on G2’s Mobile Marketing Software and Personalization Grids with a 4.6/5 rating for 20 consecutive quarters. CrunchBase recently ranked Insider’s co-founder and CEO Hande Cilingir as one of the top women CEOs outside the US. Many of the most prestigious Fortune 500 companies and top brands in retail, automotive, and travel use Insider to deliver AI-backed personalized experiences that exceed customer expectations. Insider is trusted by over 1,200 global businesses, including Singapore Airlines, Virgin, Toyota, New Balance, IKEA, GAP, L’Oreal, Samsung, Newsweek, MediaMarkt, Nissan, AVIS, Marks & Spencer, Allianz, Madeira Madeira, Santander, BBVA, Pizza Hut, Avon, and CNN.
