About inSided

inSided is the leading Customer Success Community Platform that uses the power of community to measurably improve our client’s customer engagement. Customer Success is at the heart of everything that we do. It is our motto to bring success to all our customers. 

Our B2B customer base has nearly tripled 2021, with rocketship growth forecast for 2022. We are on a mission to make Customer Success Communities an essential part of at least 1000 brands worldwide. 

To achieve this we are looking for A-Players - people who share our passion, embrace change, take initiative and adopt high standards for themselves - to join our team and help us shape the future of customer success.

We proudly achieved a big milestone in 2022, when Gainsight successfully acquired inSided!

The deal pairs Gainsight’s leadership in Customer Success with the power of community-led growth, through inSided’s unique capabilities that drive product engagement and adoption, increase retention and build lasting customer relationships. inSided’s platform is currently used by hundreds of companies including Gainsight, Gong.io, ProductBoard, Sprout Social, Guru, and Zapier.

inSided (by Gainsight) is based in Amsterdam with offices in Manhattan, New York City. On both sides of the pond, we have a motivated and entrepreneurial team, who love to brainstorm on new ideas together, and regularly celebrate our continued success (ask about our champagne waterfalls 🍾). We currently have around 80 employees and are growing rapidly.

Job Description

As a Customer Success Operations Associate, you’ll join the inSided CS team and work closely together with the Gainsight Ops and Scale team with a focus on operations projects across Support and Customer Success. 

What You'll Do

Partner with Customer Success teammates on operations, process and strategy projects:

• Assist with defining or improving post-sale (CS, Support) processes: Defining and/or documenting the key steps, sequence and responsible person 
• Evaluate existing processes and programs for efficiency and make recommendations to make process better, easier or faster
• Standardizing documentation to ensure internal teams have the right guidance at the right times to execute key processes and provide best practices to customers
• Create internal resources (presentations, business process enhancements, strategy recommendations and updates) to support CSM org and cross-functional Ops processes
• Basic reporting and analysis to support ROI and adoption analysis
• Work cross-functionally with our internal stakeholders at inSided and Gainsight such as Product, Sales, Marketing 

Required skills 

What We're Looking For

Required

• Strong written and verbal communication
• Effective problem-solving; resourcefulness
• Highly organized 
• Brings a learning mindset; coachable
• Passion and propensity to learn new products and Customer Success Methodology
• Ability to do basic analysis and work and Excel

Preferred 

• Ideally 1-3 years of operations / enablement experience (e.g. Business Operations, Revenue/Sales Ops, Sales or CS Enablement, 
• 1-3 years experience with Salesforce and Gainsight

Job Benefits

At Gainsight, our mission is to be living proof you can win in business while being human first. 

Your job should never be a barrier to your happiness—it should be an avenue to achieve it. At Gainsight, we’re passionate about achieving our goals—at the office and everywhere—and we work every day to create an environment that nurtures our best selves.

Here are our 5 core values

• Golden Rule: We try to practice the Golden Rule by exercising reliability, trust and giving back to each other and our community.
• Success for All: We believe in success for our stakeholders—whether our teammates, clients or shareholders—comes with a sincere focus on continuous learning, selfless teaching and making a difference in each other’s lives.
• Child-like Joy: We aspire to experience child-like joy in our work and lives, injecting a spirit of passion, optimism and laughter into everything that we do.
• Shoshin:  We believe in a beginner’s mind.  Don’t surround yourself with people like you--diversity breeds creativity. 
• Stay Thirsty, My Friends: We believe in a totally internally-driven strive for greatness.  The solution is to think more, not do more.

Why You’ll Love It Here

• Our Attitude: We’ve created a new category from scratch and we continue to be the thought leader in Customer Success. 
• Our Leadership: We offer the leading tech solution for driving Customer Success.
• Our ROI: Reduce customer churn, increase up-sell, and improve customer satisfaction.
• Our Technology: Our technology allows companies to drive retention and growth by delivering the value customers demand.
• Our Impact: In addition to helping companies grow, we’ve committed to $100 million in wage expansion for underrepresented groups over the next few years.
• Our Clients: Big companies like Freshdesk, Miro, Productboard, and many others.
• Our Team: Our team is composed of innovative Customer Success thought leaders and experts in their field from various industries.

What we offer:

• Be part of an exciting high-growth SaaS organization in an international environment
• An impactful role with lots of growth potential for yourself, your team and the company
• Clever, fun, and ambitious colleagues
• A beautiful office in the heart of Amsterdam
• A lot of freedom to apply your creative and strategic skills
• Real impact, real responsibilities, and a really fun team
• A work-hard, play-hard environment—we are big fans of Friday afternoon drinks, parties, and events