Customer Success Operations Specialist

3 Months ago • 2 Years + • Operations

Job Summary

Job Description

Job Details

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform. We’ve unlocked unicorn status following our Series D round We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, Avon, CNN, and the list goes on.
Having recently unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M USD in CARR (Committed Annual Recurring Revenue). Insider was named a leader in the The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and eCommerce Personalization.

When our team founded Insider, they not only sought to create a product company, but to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100projects shecodes, sheleads and shemarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers. 

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.

Revenue Ops (CS) Mission
Our mission within Revenue Ops (CS)  is to streamline and enhance the entire partner journey, from onboarding to post-onboarding, ensuring fast and efficient transitions. We take pride in optimizing processes, improving the speed and quality of onboarding, and delivering substantial time saving for our Customer Success Managers. We are dedicated to managing all customer success activities within our CRM, creating projects that reduce costs and contribute to company profitability, and maintaining smooth internal communication flow. Our primary focus is on driving exceptional partner experiences and maximizing the value we bring to the organization.

Revenue Ops (CS) Vision
We aspire to be the driving force behind an unparalleled partner experience within Customer Success Operations. Our vision is to create a seamless partner journey that sets the standard for speed, efficiency, and quality, ultimately leading to the highest partner satisfaction. We see ourselves as a vital resource in our organization, delivering substantial time savings for our Customer Success Managers, who can then focus on building strong relationships with our partners.

We envision ourselves as the central hub for all customer success activities, managing and optimizing processes within our CRM. Our commitment extends to identifying and implementing innovative projects that not only reduce Customer Success costs but also contribute significantly to the company's profitability.

In our vision, smooth internal communication flows effortlessly, fostering a collaborative and cohesive work environment. We aim to be the driving factor that aligns all stakeholders and departments towards the common goal of exceptional partner success. Our passion lies in consistently improving and setting new industry standards, thereby ensuring our company's enduring success.

Position Summary
As a Customer Success Operations Specialist, you will be an integral part of our Customer Success Operations team, contributing to the mission and vision of creating exceptional partner experiences and optimizing the entire partner journey. Your role will focus on enhancing operational efficiency, improving onboarding processes, and driving projects that reduce costs and boost profitability. You will also play a key role in maintaining effective internal communication flows to ensure cross-functional collaboration.

Key Responsibilities

    • Customer Journey Mapping: Map the customer journey to identify touchpoints and opportunities for engagement and improvement throughout the customer lifecycle.
    • Customer Journey Optimization: Own and streamline the entire partner journey, from onboarding to post-onboarding, ensuring swift and efficient transitions and a seamless experience for partners.
    • Onboarding and Training: Ensure a smooth onboarding process for new customers, helping them get started with the software and providing training and resources to maximize their product knowledge.
    • Speed to Value: Work to improve the speed and quality of onboarding, with a focus on delivering fast and qualified onboarding, ultimately contributing to partner satisfaction.
    • Customer Health Monitoring: Continuously assess the health and engagement of customers by tracking product usage, adoption, and satisfaction. Identify at-risk customers and opportunities for upsell.
    • Data Analysis: Analyze customer data and usage patterns to identify trends and insights that can guide decision-making and product improvements.
    • Customer Feedback: Gather and analyze customer feedback to gain insights into their needs, challenges, and suggestions. Use this feedback to improve the product and services.
    • Time Savings: Implement strategies and processes that save time for our Customer Success Managers, enabling them to focus on building and maintaining strong partner relationships.
    • Playbooks and Automation: Develop customer success playbooks and utilize automation tools to guide customer interactions, ensuring consistency and efficiency in customer management.
    • CRM Management (Gainsight): Take responsibility for managing all customer success activities within our CRM, ensuring data accuracy and process efficiency.
    • Churn Analysis: Investigate customer churn and work on strategies to reduce it, including addressing root causes, improving customer support, and enhancing the product.
    • Customer Support Alignment: Ensure that customer support and success teams are aligned in their efforts, with clear processes for escalations and issue resolution.
    • Customer Success Technology: Stay current with customer success technology and tools, utilizing them to streamline processes and enhance customer management.
    • Customer Success Efficiency: Identify and create projects that reduce Customer Success costs and contribute to the company's profitability.
    • Communication Coordination: Act as the central point of contact for all internal communication within the Customer Success team. Ensure that messages and information are effectively shared across various teams and departments.
    • Cross-Functional Collaboration: Facilitate and promote collaboration among different functions within the Customer Success team, such as onboarding, support, and account management, to ensure a cohesive approach to partner success.
    • Continuous Improvement: Continuously assess and improve the effectiveness of customer success operations, adjusting strategies and processes as necessary.

Qualifications

    • Bachelor's degree in Engineering, Business, Operations, or a related field.
    • 2+ years of experience in customer success, operations, or a similar role.
    • Strong analytical skills with a data-driven approach.
    • Exceptional communication and interpersonal skills.
    • Proficiency in using customer success and CRM software (e.g., Gainsight, Salesforce, HubSpot).
    • Strong organizational skills with attention to detail.
    • Adaptability to a fast-paced, evolving work environment.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

Please follow Insider on LinkedIn, Instagram, Youtube, and Medium!

Similar Jobs

Build A Rocket Boy - Working Student Content & Community Management

Build A Rocket Boy

Cologne, North Rhine-Westphalia, Germany (On-Site)
2 Weeks ago
USE Insider - Customer Onboarding Manager

USE Insider

State Of São Paulo, Brazil (Hybrid)
3 Months ago
RubyPlay - Senior 2D Animator

RubyPlay

Kyiv, Kyiv City, Ukraine (On-Site)
6 Months ago
ByteDance - Video Codec Algorithm Intern (Multimedia Streaming)

ByteDance

San Diego, California, United States (On-Site)
3 Weeks ago
Netflix - Project Manager - Publishing

Netflix

Los Angeles, California, United States (Hybrid)
1 Week ago
The Walt Disney Company - WDI Franchise Planning Intern, Summer/Fall 2025

The Walt Disney Company

Glendale, California, United States (On-Site)
18 Hours ago
Second Dinner - Player Support Lead/Manager

Second Dinner

United States (Remote)
1 Week ago
Keywords Studios (Player Support) - Business Continuity Manager - Player Engagement

Keywords Studios (Player Support)

Mandaluyong, Metro Manila, Philippines (Remote)
1 Month ago
Riot Games - Technical Operations Centre (TOC) Manager

Riot Games

Dublin, County Dublin, Ireland (On-Site)
2 Months ago
Trek - Service Manager

Trek

Santa Rosa, California, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

The Walt Disney Company - Intern, Commercial Analysis, Disney+

The Walt Disney Company

Singapore, Singapore (On-Site)
18 Hours ago
Bally's Interactive - Marketing Operations Executive

Bally's Interactive

London, England, United Kingdom (On-Site)
3 Months ago
One of Us - Creature Supervisor

One of Us

London, England, United Kingdom (Hybrid)
1 Week ago
Universally Speaking - Russian Games Tester

Universally Speaking

Madrid, Community Of Madrid, Spain (On-Site)
2 Months ago
Starkflow - Talent Acquisition Manager (Global Staffing)

Starkflow

Gurugram, Haryana, India (On-Site)
2 Weeks ago
The Walt Disney Company - Disney Theatrical Group Creative Development Intern, Summer 2025

The Walt Disney Company

New York, New York, United States (On-Site)
19 Hours ago
Zuru - Sales Coordinator

Zuru

Los Angeles, California, United States (On-Site)
2 Months ago
USE Insider - Sales Manager - Germany

USE Insider

Berlin, Berlin, Germany (Hybrid)
3 Months ago
Sonar Source - Engineering Director

Sonar Source

Austin, Texas, United States (On-Site)
3 Months ago
Octopus Deploy - Senior Software Engineer - Cloud Platform Team

Octopus Deploy

Australia (Remote)
3 Months ago

Get notifed when new similar jobs are uploaded

Jobs in İstanbul, İstanbul, Türkiye

Dream Games - Payroll Specialist

Dream Games

İstanbul, Türkiye (On-Site)
2 Weeks ago
RoofStack - Product Owner

RoofStack

İstanbul, İstanbul, Türkiye (On-Site)
1 Month ago
Trendyol - Data Science Professionals (Computer Vision & NLP)

Trendyol

İstanbul, İstanbul, Türkiye (Hybrid)
1 Month ago
Token Metrics - Head of Design (Remote)

Token Metrics

İstanbul, Türkiye (Remote)
3 Months ago
Good Job Games - 3D Artist

Good Job Games

İstanbul, Türkiye (On-Site)
4 Months ago
Zynga - Senior Game Developer - Gram Games

Zynga

İstanbul, Türkiye (Hybrid)
1 Month ago
Trendyol - Head of Retail FS & Domestic Payments

Trendyol

Maslak, İstanbul, Türkiye (Hybrid)
3 Months ago
Bigger Games - Senior Game Developer

Bigger Games

İstanbul, Türkiye (On-Site)
8 Months ago
Trendyol - Corporate Development and M&A Professional

Trendyol

İstanbul, İstanbul, Türkiye (Hybrid)
2 Months ago
Voodoo - Marketing Unity Developer

Voodoo

İstanbul, Türkiye (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Scientific Games  - Reliability and Sustaining Engineer

Scientific Games

Gainesville, Georgia, United States (Remote)
4 Months ago
Beghou Consulting - Manager, Commercial Operations & Analytics

Beghou Consulting

Evanston, Illinois, United States (Hybrid)
3 Months ago
CAE - Mission Simulator Operator / Instructor Passive Controller (f/m/d)

CAE

Geilenkirchen, North Rhine-Westphalia, Germany (On-Site)
4 Months ago
Rocksteady Studios - Production Director

Rocksteady Studios

(Hybrid)
5 Days ago
Sphere Entertainment Co - VP Strategic Operations

Sphere Entertainment Co

New York, New York, United States (On-Site)
1 Month ago
Arrowhead Game Studios - Tech Manager

Arrowhead Game Studios

Stockholm, Stockholm County, Sweden (Hybrid)
1 Month ago
PhonePe - Lead Collections - Consumer Lending

PhonePe

Bengaluru, Karnataka, India (On-Site)
3 Months ago
USE Insider - Rewards Specialist (Hybrid)

USE Insider

İstanbul, İstanbul, Türkiye (On-Site)
3 Months ago
Animoca Brands - Portfolio Associate / Manager

Animoca Brands

United Kingdom (Hybrid)
4 Months ago
Trek - Store Manager

Trek

Rockhampton, Queensland, Australia (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

İstanbul, İstanbul, Türkiye (Remote)

Jakarta, Jakarta, Indonesia (On-Site)

Seoul, South Korea (Hybrid)

İstanbul, İstanbul, Türkiye (On-Site)

İstanbul, İstanbul, Türkiye (On-Site)

İstanbul, İstanbul, Türkiye (On-Site)

United States (On-Site)

State Of São Paulo, Brazil (On-Site)

Taipei City, Taiwan (Hybrid)

İstanbul, İstanbul, Türkiye (Remote)

View All Jobs

Get notified when new jobs are added by USE Insider

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug