Director of Customer Success Operations

Gainsight is the Customer Success company. Our best-in-class software platform helps your business grow faster by cutting churn, driving upsell, and fueling customer advocacy. With our product and evidence-based best practices, you'll communicate with customers more effectively, anticipate risk proactively, and transform your company around your customers' outcomes. Gainsight provides a 360-degree view of customers across Customer Success, Sales, Marketing, your executive team, and Product Management. Leading companies like Adobe, Box, and Workday are using Gainsight to drive company-wide Customer Success at scale.

Job Description

Gainsight™ is a fast-growing technology company that is revolutionizing the way companies manage their customers. Gainsight has been recognized by Forbes as one of the top 100 private cloud companies in the world (2016 & 2017), Deloitte as #7 on the Technology Fast 500 (2016), Inc. Magazine as the 48th fastest growing private company in America (2015 & 2017), Forbes as one of America's Most Promising Companies (2014), and by Fortune Magazine as one of 20 Great Workplaces in Tech (2014). We are backed by top-tier Silicon Valley investors such as Battery Ventures, Bain Capital Ventures, Bessemer Venture Partners, Lightspeed Venture Partners, Summit Partners, Salesforce Ventures, Cisco Investments and other top-tier Silicon Valley investors

The Director of Customer Success Operations will lead a team responsible for enabling our Client Outcomes (CSM) team in achieving their purpose - "to serve as a role model for the industry, by driving strong outcomes + experiences for our clients, and translating those outcomes + experiences into insights and growth for Gainsight". The CS Operations team will also enable collaboration across functions to deliver massive value & growth for our customers. The Director of CS Operations will lead strategy and execution for the Customer Success Operations team, and partner with functional leaders to drive bottom-line metrics and impact multiple areas of Gainsight's business.

The Gainsight team works with some of the fastest growing, most dynamic and disruptive companies in the world. If you're passionate about enabling our company to deliver outcomes to our clients at scale by building and leading stellar Business Operations teams, this is a great fit for you.

What You'll Do

* Collaborate with our Client Outcomes (CSM) team to develop and execute the strategy for the upcoming quarters

* Develop the best instance of Gainsight internally for the CO team

* Rollout scalable processes for ongoing efficiency and effectiveness improvements

* Manage change with CSMs as you roll out new processes to ensure they stick

* Run 1:Many automated campaigns for our customers

* Lead the charge on developing content for Elements - Gainsight's prescriptive best practices

* Enable the Client Outcomes team to better pitch and rollout Elements at our customers

* Provide feedback to the Product/Engineering teams for ongoing improvement

* Maintain the continuous improvement process for upgrading the Elements definition based on internal and customer feedback

* Partner with the VP of Client Outcomes on budget planning and metrics forecasting processes

* Partner with the Chief Customer Officer and functional VPs on quarterly board presentations

* Identify levers to improve and drive initiatives impacting key metrics for our company and our customer success organization, for example:

* Teammate NPS

* Financial metrics: gross renewal rate, new sales, cash

* Operational metrics: product usage, time to value, NPS, cost / ARR

* Foster a company-wide culture of Customer Success

* Be the best user of Gainsight in the world and inspire our functional leaders across Sales, Marketing, Product, and Engineering to adopt Gainsight to the fullest

* Ensure the Gainsight platform is our company's single source of truth for customer health

* Lead a world-class team: recruit, mentor, groom and inspire the team

* Create a positive, productive environment for teammates to thrive in

* Create culture of massive customer delight

* Clearly articulate the organization's mission and goals, motivating team to over-achieve on those goals and be enthusiastically accepted as a leader

* Provide mentoring & feedback to support your team's growth and ability to shine

* Build a pipeline of great candidates; establish a rigorous interview process

Required skills

What We're Looking For

* BA or BS degree or equivalent experience is required; an MBA preferred

* 3-5 years of experience in consulting & strategy, or Customer Success Operations in a SaaS company, or a similar background

* 1-3 years of experience managing teams in a dynamic, entrepreneurial environment, preferably enterprise software companies

* Strong business and technical acumen and executive presence, combined with deep analytical and organizational skills; strong understanding of value drivers in recurring revenue business models

* Ability to develop strong relationships with C-level executives; Strong leadership skills and a drive to make a large impact on our company, our customers, and their customers

* Passionate and creative leader with a proven track record in leading and motivating teams

* Ability to drive change management; guide the team with confidence and empathy through a fast-paced, changing environment

* Passion for data, analytics, and process: dive into data to understand metrics and continuously refine & improve our company strategy and performance

* Excellent communication skills and ability to lead effective meetings with multiple stakeholders; exceptional cross-organization collaboration and leadership skills

* Demonstrable passion for Gainsight's values: Success for All, Golden Rule, Child-like Joy, Shoshin, and Stay Thirsty, My Friends

Job Benefits

At Gainsight, we don't believe in doing things as a "means to an end." Life's too short to have anything short of a joyful work environment that we passionately believe in. We think that "work vs. life" is a false choice created by pundits, cynics and consultants. We also believe that any community (like a company) needs a ton of diversity and a very small number of things that bring us together.

Here are our 5 core values

* Golden Rule: We try to practice the Golden Rule ("Do unto others..." and that sort of thing) by exercising reliability, trust and giving back to each other and our community.

* Success for All: We believe that 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 think more, not doing more.

Why You'll Love It Here

* Our Attitude: We've created a new industry from scratch, and we're on the fast track!

* 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: Deep hooks, predictive analytics, and a beautiful user interface.

* Our Impact: We help our customers make millions of dollars more per year.

* Our Clients: Big companies like Box, Adobe, Marketo, and many others.

* Our Team: Tech all-stars from Facebook, Box, and others (and top consulting firms like BCG and McKinsey!).

* Our Values: They are unique - Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty, My Friends

* Our Office: If you showed up one day, you might find anything from karaoke performances to mini-golf championships.

Role is based in our San Francisco, CA or Redwood City, CA office. Health benefits include medical, dental, vision, short and long-term disability, life insurance, 401k after first quarter of employment, and unlimited PTO.