Customer Success Operations Manager at Brandfolder (Greater Denver Area)

| Greater Denver Area
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Company Description

Brandfolder by Smartsheet is on a mission to make managing your digital assets a seamless process.  We aim to deliver the world’s most powerfully simple platform for storing, sharing and showcasing assets. The people at Brandfolder drive our success, and we need people who push the boundaries and will push us forward.  That is where YOU come in.

Our company culture is driven by a customer-first mindset, fosters employee growth and development, and promotes building connections amongst teams.  How do we do this? By building a world-class product and creating an environment that values autonomy, flexibility and the opportunity for employees to be themselves.

Do you want a role where your contributions directly affect the success of the company? Do you want to take the next step to a place that will push you to grow in your career? If so, we’d love to have you aboard. We have a team of curious, eager, and humble individuals who rally together both within and outside the confines of the office and aim to expand and evolve.

Position Description

As a Customer Success Operations Manager you will be able to drive the effectiveness and efficiency of our Customer Success team through data and analytics. You will be responsible for partnering with the Manager of Customer Success to define department objectives, strategy, and tactics, and in implementing processes that scale.

You will report to the Manager of Customer Success located in our Denver office.

YOU WILL:

  • Aggregate data from different sources and create meaningful insights that can be used to create efficiencies for the Success team.
  • Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs
  • Provide materials and data that help CSMs work more effectively
  • Design playbooks for CSMs around renewals, upsells, churn forecasting and mitigation processes.
  • Ensure KPI tracking and consistency of process adoption for clear reporting
  • Implement and manage software that facilitates CSM Ops activities, specifically Gainsight
  •  Manage and facilitate meetings to develop plans and achieve intended outcomes
  • Work in a collaborative fashion with all levels of the organization including senior leadership
  • Own, iterate and scale programs and processes to meet Success' commitment to driving undeniable value for our customers

YOU HAVE:

  • 3+ years of experience developing and running a program that includes changes to process, people and technology
  • Experience with project management principles and methodologies
  • Experience communicating and presenting to a variety of audiences from individual contributor to executive
  • Experience analyzing complex problems, developing recommended solutions, and managing risk
  • Ability to influence and/or drive consensus among cross-functional teams
  • Motivated by an entrepreneurial mindset and comfortable with ambiguity in a brand new role
Perks & Benefits
  • HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
  • Equity - Restricted Stock Units (RSUs) with all offers
  • Lucrative Employee Stock Purchase Program (15% discount)
  • 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
  • Monthly stipend to support your work and productivity
  • Flexible Time Away Program, plus Incidental Sick Leave
  • Up to 24 weeks of Parental Leave
  • Personal paid Volunteer Day to support our community
  • Opportunities for professional growth and development including access to LinkedIn Learning online courses
  • Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
  • Teleworking options from any registered location in the U.S. (role specific) 

As required by the Colorado Equal Pay Transparency Act, Smartsheet (Brandfolder) provides a reasonable range of compensation for roles that may be hired in Colorado. Actual compensation is determined by several factors including, but not limited to, level of professional and educational experience, and specific office location. For the state of Colorado, the range of starting pay for this position is $80,000 - $98,000. In addition, this role will be eligible for a market competitive annual bonus and RSU stock grant upon accepted offer.


Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us! 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • DjangoFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • PostgreSQLDatabases
    • BigQueryDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • InDesignDesign
    • AsanaManagement
    • TrelloManagement
    • SalesforceCRM
    • MarketoLead Gen

An Insider's view of Brandfolder

What’s the vibe like in the office?

The vibe at Brandfolder is unique. With the casual environment the atmosphere is relaxed, but don’t let that fool you. Brandfolder folks work hard and are passionate about the company and seeing it grow. With an awesome office located in the heart of RiNo, city and mountain views surrounding, Brandfolder is a phenomenal place to come to work!

Caitlin

Account Executive

What projects are you most excited about?

The constant adventure we are on in regards to customer data. Of course exposing data to the end user is always helpful but how you present that in a super meaningful way is another. The DAM (digital asset management) world is constantly growing and the platform is defined in a large part by how customers are shaping the need.

Chelsea

Technical CX Manager

How does the company support your career growth?

At Brandfolder I’ve always felt that my career growth has been of substantial importance to the company. Being my first position out of college, I’ve had a lot to prove. I may be young but I’ve never felt that as a limitation here at Brandfolder. I’ve always been supported and encouraged to reach for what’s next.

James

Customer Success Manager

How do you empower your team to be more creative?

We believe in creating highly collaborative and empowered environment. Allowing team members to be involved in everything from product requirements, user experience, and technical decisions allows us to create great features for our clients. This enables each of our team members unique backgrounds to contribute to the overall design.

Jim

Head of Product

What are some things you learned at the company?

The importance of defining and executing on a feature's MVP (Minimal Viable Product)! We produce quality features efficiently because we don't waste time coding unnecessary pieces and we iterate quickly. With the completed MVP, I can work with the product and design crews to iterate and converge on the best, best, beautiful, final feature.

Anders

Front End Engineer

What are Brandfolder Perks + Benefits

Culture
Volunteer in local community
Quarterly team-driven volunteer activities
Friends outside of work
Eat lunch together
Intracompany committees
Join any of our many employee led committees including Party Planning, New Employee Welcome, Recognition, & Community Service
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Brandfolder hosts company outings Monthly.
Stocked Kitchen
Happy Hours
Pet Friendly
Super dog friendly office
Professional Development Benefits
Lunch and learns
Promote from within
Mentorship program

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