Customer Success Operations Specialist

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

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.

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.

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.

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.

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.

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