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Head of Customer Success Operations

Are you a seasoned Saas operations guru? Are you hands on? Do you love to dig into metrics to find insights others might have missed? Are you obsessed with optimizing everything you do?  Can you promote a culture of efficiency while keeping the people around you happy?  If so, we might just have your dream job on our Customer Success team.

About the role

Our Customer Success team is structured in 5 pillars: Customer Support, Education, Customer Experience, Account Management, and Sales.  Historically each team has been responsible for their own metrics, processes, and tools.  At the scale our Customer Success team has reached (26 of us now with plans to be over 40 by the end of 2017), we feel the need to implement a centralized and specialized Operations team, which would support each pillar with their data, processes, and tools requirements.  By supporting all 5 pillars you will have a holistic view of the customer journey and will identify ways that each pillar can work better together.

You will be reporting directly to the Director of Customer Success, and will have the opportunity to build a team of Operational experts to support our growing Customer Success team.  

Key responsibilities

Metrics

  • Create and monitor dashboards of real-time metrics for each pillar
  • Track the impact of our projects on metrics and calculate ROI
  • Make pillar heads aware of anything that happens which is out of the ordinary
  • Through metrics identify hidden issues, potential wins, and areas of improvement

Tools

  • Find opportunities to increase automation
  • Find opportunities to improve existing tools
  • Optimize the usage of tools across pillars

Process

  • Help project-manage cross-functional projects (across pillars or across departments)
  • Ensure that processes within pillars are efficient and well documented
  • Train people on how to follow processes effectively

Strategy

  • Proactively identify pain points and gaps in the org, and come up with solutions
  • Effectively turn ambiguous, complex problems into structured solutions 

About you

  • Friendly and helpful
  • Passion for making our customers successful
  • Ability to influence and drive change without direct authority
  • Resourceful, independent, “hustler”
  • Experience working for a SaaS subscription business
  • Experience working in an Operational role for a customer-focused team
  • Experience scaling and leading a team
  • Ultra-organized and detail-oriented
  • Analytical and metrics-driven (ideally with experience using Tableau)
  • A confident communicator able to work with people from different backgrounds and tenure
  • Handles pressure and doesn’t get stressed or overwhelmed easily
  • Creative and out-of-the-box thinker
  • Have a good understanding of key SaaS metrics
  • Fluent in English (we work in English)

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Why work at Typeform?

Good question. Here’s a few reasons...
  • Great culture

    Humble. Creative. Friendly. Talented. These are the people we hire and this is how our working culture is shaped.

  • Over 30 nationalities

    Typeform is a melting pot of nationalities. Every day we learn something new about somewhere new.

  • Make yourself at home

    Quiet spaces. Social spaces. Outdoor spaces. Our office is designed for you—we’ll even buy you slippers to walk around in.

  • Flexible working hours

    Some of us are morning people, some of us are night owls. We focus on results, not what time you arrive.

  • Half-day Fridays

    Whether you head to the barception for a drink or do your own thing, you can put down tools early on Fridays.

  • ¿Me entiendes?

    Moving to a new country can be scary. With our free Spanish & English lessons, you’ll feel at home in no time.

  • 24 days of holiday

    Actually, it’s 23, but we throw in your birthday too :) There’s plenty to explore in and out of Barcelona—enjoy!

  • Private health insurance

    As well as happy, we want you to be healthy. That’s why you get the best medical care with our health insurance.

  • Top-notch equipment

    Whatever your preferred technology, we believe you should have the best to help you be as productive as possible.

  • Fuel for thought

    Enjoy a healthy balanced lunch, and grab fresh fruit, juices, and coffee whenever you want. Oh, and our reception’s a bar—with beer.

  • Discounted gym access

    Like to exercise your muscles as much as your brain? Access 100s of gyms around Barcelona for next to nothing.

  • Keep on learning

    With our resource library and a learning & development structure, you’ll have everything you need to help you grow.

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