Senior Customer Success Operations Manager, Iterable
$120-190k
+ Equity
AI-powered customer communication platform
Job no longer available
AI-powered customer communication platform
501-1000 employees
Job no longer available
$120-190k
+ Equity
501-1000 employees
Company mission
To connect people with products that bring them joy.
Role
Who you are
- Executes complex projects independently
- Recommends new solutions, processes and procedures on team initiatives
- Highly comfortable and competent with communicating and influencing across all levels and departments, including executive levels
- Recommends strategies for optimizing processes that will mitigate long-term foreseeable problems
- Adept at navigating projects and programs that have interdependent stakeholders across different functions
- 5+ years of experience in Customer Success Operations
- Very strong written and verbal communication skills
- BA/BS degree
- Strong experience with Excel, Salesforce, and/or other Customer Success tools (e.g. Gainsight, Catalyst, etc)
- Familiarity with data visualization tools (e.g.: Sigma, Tableau, Looker)
- Strong attention to detail and time management skills
- The ability to be an analytical thinker who can derive insights from data to improve process and training
What the job involves
- Develop CSM Operations annual roadmap and quarterly project prioritization
- Lead annual CSM capacity design, process, and implementation strategy
- Contribute to annual CSM compensation design
- Ownership of CSM technology stack to drive process design and daily workflow relating to customer journey engagement and retention & expansion management
- Develop and maintain documentation around CSM platform operations
- Modernize our approach to measure and monitor CSM performance and KPIs
- Create customer journey alignment between other customer-facing team including Account Management, Professional Services,Technical Support
- Work cross-functionally with marketing, sales, finance, and business insights to report business KPIs, identify key insights, and suggest areas of improvement
- Perform ad-hoc analysis to support ongoing strategic and tactical business initiatives
Our take
Iterable is a growth marketing platform that enables brands to create, execute and optimize cross-channel campaigns. The company aims to complement and support marketers in creating effective user engagement campaigns throughout the sales funnel, and across all channels.
The global omnichannel retail commerce platform market is huge, and the opportunity within this sector has bought with it considerable competition for Iterable. Despite this, the company has firmly established a name for itself and now has over 1000 customers (including DoorDash, Fender, Calm, Box, and Cars.com).
After raising significant funding in 2021, and a change in leadership that same year, Iterable has invested in several sales-focused AI technologies in order to appeal to enterprise companies. In 2025 it achieved the feat of surpassing one trillion customer interactions, demonstrating that its momentum is still very strong.
Steph
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$200m
SERIES E
Dec 2019
$60m
SERIES D
Total funding: $342.2m
Company benefits
- Medical, Dental & Vision Insurance
- Life & Disability Benefits
- Flexible Spending Accounts
- Health Savings Accounts with Employer Contributions
- Premium Calm Membership
- Health and Fitness Stipend
- Paid Parental Bonding Leave
- Paid Sabbatical
- Internet and Mobile Phone Reimbursement
- Learning and Development Stipend
- Family Forming Benefits
- Paid Holidays
- Flexible Time Off
- Balance Days
Company HQ
Financial District, San Francisco, CA
Leadership
Andrew Boni
(Founder & Chief Scientist)Was CEO of the company for 4 years. Previously an Application Services Developer at Boston College and Lead Web Developer at Kollaboration Boston.
Sam Allen
(CEO)Accomplished executive who has managed $3B+ P&Ls. Spent almost 11 years at Salesforce and previously co-founded and was CEO at ScanCafe.
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