People.ai accelerates enterprise growth through the power of AI. With the industry’s only Revenue Intelligence System, People.ai frees all customer-facing teams, including sales, marketing, and customer success, from manual data entry by automatically capturing all contact and customer activity data, dynamically updating CRM and other systems of record, and providing actionable intelligence across management tools to realize the full selling capacity of the enterprise. Some of the world’s best brands are leveraging People.ai to transform their business, including Lyft, New Relic, Okta, Tanium, and Zoom.

At People.ai, we believe that people enrich the world around them in countless ways. We believe that the more time they spend applying their creativity, resourcefulness and critical thinking to activities that matter most in their professional life, the more effective a professional they become. We're developing a deep understanding of the professional world, mapping people, companies, and the information that flows between them through natural language processing and machine learning. Our team is a diverse, outspoken group of creatives and critical thinkers, hyper-focused on driving enterprise growth. We embrace different. We applaud non-traditional career paths. We're inspired by people who have made processes their own. 

The role of the Senior Manager Customer Success Operations is to help scale the CS team as we continue to rapidly expand our customer base, and thus CS team. In supporting the team in this critical junction, the Senior Manager CS Ops will develop scalable best practices via standardized frameworks, technology, and processes to drive operational consistency. This individual will align with leadership from CS and pre-sales to ensure cross-functional alignment throughout GTM teams. The role will report into the Head of Field Operations within an integrated RevOps team. 

The ideal candidate is collaborative, data-driven, passionate about Customer Success, and proficient in building out new processes and procedures that make our business run smoother, quicker, and smarter while thriving in a complex environment.

Responsibilities

• Serve as a trusted and strategic advisor to the Customer Success, Program Management, and Services teams, along with the the Chief Customer Officer
• Work with Customer Success Managers / Directors to drive the operating cadence, tech stack strategy, and team KPIs to create a view of leading and lagging indicators that trigger actions to increase adoption and /or mitigate risk to the business.
• Drive the strategy and execution of the CS tech stack and related systems, including administrative management of SFDC, StrikeDeck, Gainsight, Amplitude, and Tableau Dashboards. Manage associated 3rd party vendors and vendor negotiations as needed.
• Assist CS team in the end-to-end execution of all operational projects, including, but not limited to, customer analysis, reporting, strategic process design, documentation, etc.
• Work cross-functionally with Marketing, Sales, Customer Success, Business Operations, Finance, Legal, Product, Engineering, and IT teams to unlock new opportunities for efficiency and productivity at scale
• Build strong relationships with sales teams, sales management, and customer success to ensure a consistent process for handoffs between pre-sales and post-sales teams.
• Establish and train go-to-market teams on scalable CS processes, including opportunity management, best practices for usage analysis, and how to report on value for EBRs
• Develop reporting standards for all critical CS metrics and use this data to drive decision making across the business at every level
• Drive key CS projects such as building a robust reporting & analytics system of work, automating the SFDC data capture process, and scaling the Customer Success team.
• Work with product and engineering teams on testing and developing the People.ai product for CS-specific use cases.

Requirements

• Proven track record of successfully implementing and guiding CS operations strategy and reporting.
• Experience working cross-functionally (sales, analytics, product, BI, etc) on project execution.
• Ability to track and evaluate measures of CS and go-to-market success analytically.
• Admin experience within Salesforce (Gainsight, Tableau, Strikedeck would be a plus) 
• Proficiency in Excel, and prior experience with Tableau or SQL.
• Large scale organizational and project management skills and attention to detail; ability to manage multiple priorities and tasks simultaneously cross-functionally.
• Well-versed in demand generation activities and can contribute ideas, best practices, and recommendations.
• Strong work ethic and ability to multi-task across very different projects and levels (creative, analytical, etc).
• Must be metrics and data-driven in decision-making and able to present information in an engaging and convincing manner to internal and external stakeholders.
• Limitless energy to enthusiastically tackle and achieve significant growth goals and objectives in this growing market.
• Experience working with multiple go-to-market departments or teams simultaneously.

People.ai stands alone in our ability to harness business activity to unlock growth for our customers. We’ve been awarded 49 patents and have an additional 50+ under review. We’ve also received validation via Gartner’s Hype Cycle for CRM Sales Technology, inclusion in Forrester’s New XX Wave, the Y Combinator Top Companies List, and the Forbes AI 50 list.

Headquartered in Redwood City, CA, People.ai is backed by Y Combinator and Silicon Valley’s top investors, including ICONIQ Capital, Andreessen Horowitz, Lightspeed Venture Partners, Akkadian Ventures, and Mubadala Capital. To learn more, visit us online at: www.people.ai"