Sales and Customer Success Operations Manager

At Sendbird, our mission is to build connections in a digital world. We believe that digital doesn’t have to mean impersonal. That physical boundaries shouldn’t create relationship boundaries. We believe in authenticity over superficiality, and in conversations over text messages. Conversations over digital media bring incredible promise to bridge people together over physical, cultural, and even language divides. Unfortunately, people and businesses looking to connect digitally have to make a choice between the impersonal experience served by email and plain text messages over legacy SMS systems or trusting their identity and data to a handful of messenger monopolies. The result is the connections we make digitally have become increasingly transactional and superficial. We are here to change that.

The Sendbird Revenue Operations team is looking to hire a Sales and Customer Success Operations Manager.  This role requires 3+ days in the San Mateo, California office every week.  The Revenue Operations team consists of Marketing Operations, Sales Operations, Customer Success Operations, and Data Insights.  We ensure full-funnel accountability by aligning processes, platforms, and people.  The Sales and Customer Success Operations Manager will drive global cross-functional projects and lead efforts to optimize the effectiveness of our Go To Market organization.  This role reports to the Head of Revenue Operations.

What you will do

• Act as the DRI (Directly Responsible Individual) for our Salesforce and Gainsight CS systems. 
• You will interface with Sales, Marketing, Customer Success, Finance, and Product stakeholders to align and deliver on business outcomes.
• You will design and deploy solutions and provide processes and documentation for enablement.
• You will ensure interoperability between the Marketing, Sales, and Customer Success tech stacks.
• Partner with our field leaders and their team members to
  • Generate the renewal forecast and improve on our processes and methodology.
  • Drive capacity planning and account assignments
  • Build scaleable workflows and rules of engagement within and across teams
  • Provide reports, dashboards, and data insights critical to understanding performance
  • Structure variable compensation plans to incentivize the right motions and playbooks correctly
• Partner with Data Engineers to build out the right data sets and models with scalable ETL processes and pipelines to deploy the data into our data warehouse 
• Review and improve the data quality of sourced data from sales, marketing, product, and customers and ensure data integrity of the data in partnership with our Data Engineers/Sales and Marketing Operations team 
• Evangelize the insights, data analytics, and recommendations to stakeholders at all levels via standardizing and maintaining data dictionaries for metrics, models, datasets, and dashboards 

Who you are

• Driver (vs Passenger) – You operate autonomously, take charge, get it done, and have demonstrated this repeatedly.
• Excellent Organizational, Planning, and Project Management skills
  • A planner who brings order and resolve to a fast-paced environment.
  • You can juggle several projects and shift priorities as needed.
  • You can stay calm and collected with a focus on a forward-thinking approach to problem-solving.
• Strong Communication, Stakeholder Management, and Project leadership
  
  • You can absorb large amounts of information and distill it down to the essentials.
  • Can effectively communicate up, down, and across stakeholders.
  • Attention to detail with many demonstrated examples of complex projects that have been successfully delivered.

What you bring to the table

• 5+ years in Sales and Customer Success Operations.
• 3+ years with a B2B SaaS growth company.
• Certified Salesforce Administrator and Certified Gainsight Administrator.
• Extremely savvy with Go To Market tech stacks (Marketo/Bizible, LeanData, Zoominfo, SalesLoft, Gainsight PX, JIRA, etc.)
• Hands-on and detailed understanding of playbooks for B2B SaaS.
• Advanced skills with Google Sheets and Slides.
• Exceptional verbal, presentation, and communication skills;  Ability to align multiple stakeholders.
• Proven track record of effectively interacting with senior leadership, proactive problem-solving, and critical thinking.
• A bachelor’s degree is preferred, and a science or technical major is a plus.  Advanced degree or MBA is a plus.

Our US benefits include (but are not limited to)

• 20 days PTO, 13 paid US company holidays, 5 sick days, 1 volunteer day, plus 2 rest/rejuvenation days and birthday day off
• Company subsidized medical, dental, vision insurance (100% for the employee, 80% for dependents)
• Flexible Spending Accounts or Health Savings Accounts, depending on your selected health insurance plan
• Equity program
• 401K program
• Parental leave 
• Life and disability insurance
• Be Your Best Self: An annual stipend of $3,500 (prorated by start date) for expenses ranging from professional development classes and training, to personality assessments, gym memberships, books, fitness classes, mental health services and massages

Pay Transparency

For cash compensation, we set standard ranges for all roles based on function, level, and geographic location.  To determine our ranges, we utilize a variety of compensation data benchmarked against similar-stage growth companies.   A reasonable estimate of the current salary range for this role is $155,000 - $185,000.  This range is specific to the San Francisco Bay market.  We consider several factors when making final compensation decisions, including, but not limited to, skill sets, experience and training, licensure and certifications, and other business and organizational needs that may cause your specific offer to vary from the amount listed above.

Flexible Work Policy

We offer a flexible work schedule at Sendbird.  We value collaboration and relationship building.  With those values in mind, we require all employees within an hour's commute range of their local office to gather with their team in the office three days per week as a minimum.  Some of our roles require a more frequent in-office schedule.  Please work with your manager to understand the office time requirements for your position.

What diversity and inclusion mean to us

There is no such thing as a perfect candidate, and the best employees come from a wide range of backgrounds, experiences, and skill sets. Sendbird is a place where everyone can learn and grow. We respect, promote, and encourage diversity for equal employment opportunities and encourage you to apply if this role excites you.

About Sendbird

Sendbird is trusted by 4000 of the world’s most popular apps – including industry leaders like Match Group, Rakuten, Redfin, Yahoo, and Coupang – to power over 7 Billion messages every month between businesses and people looking to build relationships and get things done.

The company offers an award-winning communication platform that modern messaging experiences are built on, unlocking the potential of unified customer communications across notifications, in-app chat, voice, video, and AI. Headquartered in California, Sendbird is backed by ICONIQ, STEADFAST Capital Ventures, Softbank, Tiger Global Management, Meritech Capital, Emergence Capital, Shasta Ventures, August Capital, Funders Club, World Innovation Lab, and Y Combinator.