Manager, Customer Success & Sales Operations

| New York City, NY
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We are:
Wix's Customer Success and Sales group. We're responsible for offering personalized recommendations for Wix customers to make their business more successful. We're on a mission to continue establishing Wix as the ultimate solution for scaling online businesses and strengthening our position as the leader in the industry.
The Business Operations team is the backbone of our Customer Success group. We're responsible for building strategy, scalable systems, and reporting that help our teams best serve our customers. We're looking for an innovative manager to lead the team and create a solid foundation to help our customers' businesses thrive.
You are:
A team manager with 5+ years of experience leading operational teams. You've built support solutions, reporting systems, created KPIs, driven outcomes across multiple departments. You're great at dealing with ambiguity and have iterated strategy as the business needs changed. You can manage entrepreneurial teams who roll up their sleeves and delve into whatever need presents itself.
You have proven experience with driving KPIs, project management and scaling hypergrowth sales and customer success organizations. You have great knowledge of CS approach in Salesforce, CS tools like Gainsight, Tableau, and other supporting SaaS systems and tools. You also have top-notch communication and presentation skills, including experience communicating insights through data with senior-level executives, and be able to build impeccable Google slide decks.
At Wix, you will oversee a multidisciplinary team, including project managers, communication strategists, and operations experts. Your team will help create a centralized framework for the Wix Customer Success and Sales teams, helping them drive Wix platform engagement user growth. Your team is responsible for creating internal efficiency and scalability, and effectively communicating directives across the organization and delivering results.
As the Manager of Customer Success and Sales Operations, you will:
  • Be an integral member of our Management team, acting as a resource and subject matter expert for all operational needs
  • Work closely with our Customer Success and Sales groups to define and improve internal processes
  • Develop playbooks that allow the team to more efficiently and consistently deliver customer outcomes
  • Identify insights around processes, customer and team performance; conduct data analysis and research to guide the direction of the business
  • Proactively identify, plan, launch and implement projects with cross-functional teams, execute on change management, process and technology implementation
  • Consolidate best practices and institutional knowledge across the organization
  • Oversee and report out on key business metrics
  • Establish and oversee team KPIs, reporting out to the team and management on a regular basis

While the U.S. Wix team is WFH during Covid-19, at this time we are seeking New York or Miami based candidates who are able and willing to work on-site once we return to the office.
We're proud to be an equal opportunity employer. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as an employer: creating a work environment where everyone is welcomed, and anyone has the right to succeed.
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Technology we use

  • Sales & Marketing
    • SalesforceCRM

An Insider's view of Wix

What’s the vibe like in the office?

The vibe is be who you are. You have an impact on those you come in contact with (yes, even virtually). It's the reason you’re here or want to join. Wix is filled with nothing more than good people working hard to help other people. The level of care you'll receive working for Wix from within this Wix is more than you could ever imagine.

Christian

Customer Care Expert

What projects are you most excited about?

Going into the role of a Senior AE, I didn’t realize was how valuable my 2 years at Wix were going to be for a team full of new faces. I’m excited to run my own sales training for the floor. As I prepare, I recognize how much I’ve progressed in my sales career, and it’s humbling to help other reps learn from my trial and error.

Lauren

Senior Account Manager

What makes someone successful on your team?

Our Customer Success team provides the best solutions to maximize our users’ success on Wix. Someone who is committed to personal & team excellence, has a strong understanding of eCommerce offerings, can build meaningful relationships, and is solution oriented will do well here.

Bruce

Senior Account Manager, eCommerce

How do you empower your team to be more creative?

We embrace change: we are still a "startup team" testing new ideas and demonstrating our impact to our customers and internally. We believe in teamwork: it's more important than ever to demonstrate your ability to help teammates. We “run with it”: our most successful Account Managers take an idea and execute with little to no guidance.

Alana

VP, Account Management

How do you collaborate with other teams in the company?

Collaborating is the best part about this company! While working from home during this time can be difficult elsewhere, when it comes to reaching out to solve a user’s or an employee’s problem, Wix makes that so easy with using the latest collaboration tools like Slack. It’s a great way to build a network while being away from a physical office.

Neha

Customer Care Team Leader

What are Wix Perks + Benefits

Wix Benefits Overview

Our offices are located in the Meatpacking District. We’re a varied team of creatives and business-minded folks who love to take on challenges together. We offer a competitive salary, equity, 401K with company contribution, full medical and dental coverage from day one (no employee contribution for FT employees), ESPP, lunch, snacks, fitness/wellness activities and the opportunity to join our stunning global team.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity Employee Resource Groups
Wix Rainbow for our LGBTQIA community and sKinTech for POC.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
100% covered for employees
Vision Benefits
100% covered for employees
Health Insurance Benefits
Wix pays 100% of base coverage. Employees have the option to buy up at a premium.
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Wix matches up to 4% of your contribution with no vesting period.
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
We have a casual dress code!
Commuter Benefits
This is currently not valid due to COVID-19 and remote work.
Company Outings
Wix hosts company outings and events.
Free Daily Meals
Stocked Kitchen
We have fully stocked kitchens.
Some Meals Provided
Employees receive a bi-weekly allowance of $220 via Benepass to purchase meals from restaurants, food delivery platforms, and grocery stores.
Happy Hours
Pet Friendly
Wix's pet policy is dog friendly daily.
Recreational Clubs
Wix has recreational club choices all year round.
Fitness Subsidies
Classpass membership: Wix subsidizes 85% of the 45-credit plan.
Home Office Stipend for Remote Employees
A $500, one-time benefit for setting up a comfortable and productive at-home working environment.
Professional Development Benefits
Lunch and learns
Wix hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Time allotted for learning
Customized development tracks
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