Revenue Operations Manager, 15Five
Customer Experience
$93.5-110k
+ Bonus or commissions + equity
More information about location
Continuous performance managment software
Job no longer available
Continuous performance managment software
201-500 employees
Job no longer available
$93.5-110k
+ Bonus or commissions + equity
More information about location
201-500 employees
Company mission
To create highly-engaging, high-performing oranizations by helping people become their best selves.
Role
Who you are
- 4+ years of experience in a B2B Saas Operations role; Customer Success Operations, Sales Operations, Biz Ops, or other relevant role
- Strong business acumen and deep knowledge of Customer Success practices; able to demonstrate knowledge of key processes and metrics
- Technically proficient with CS platform systems (Churnzero, Gainsight, or similar system)
- A desire to learn and grow in the revenue operations field, and a willingness to continuously improve and develop skills
- Technical profile that has strong business insight to understand and orient workstreams around strategic customer retention focused objectives
- Resourceful self-starter who works well in a fast-paced, start-up environment
- Business Acumen: Adopting a business perspective when assessing situations and making decisions with the ability to understand how decisions will impact internal business metrics, sales process/workflow and the customer experience
- Technical Knowledge: Strong technical background related to a CS system (Churnzero, Gainsight, or similar system) and familiarity with Salesforce CRM
- Project Management: Has a strong understanding in project management and be able to manage complex projects with multiple stakeholders, timelines, and budgets
- Process Improvement: Able to identify and implement process improvements to increase efficiency and effectiveness across the rev org tech stack
- Excellent Communicator & Listener: Build rapport and trust with internal users by getting curious and asking questions to uncover pain points. Communicates with clarity and empathy. Strong interpersonal skills to maintain your internal and external customer relationships
- Team Focused: You love working in cross-functional teams for the purpose of driving growth and retention
- Self-Directed: Team focused. Thrive as a self-starter in a fast-paced environment and are excited by change and ambiguity
- Ensures Accountability: No excuses. Accountable and positive, even in difficult conditions. Able to get results through others
What the job involves
- As the Revenue Operations Manager, Customer Experience (CX), you’ll be responsible for improving the efficiency of the Customer Experience team and implementing scalable processes
- As a key member of the Revenue Operations department, you will report to the Senior Manager, Revenue Operations and partner closely with the Director of Customer Success to ensure that the team has optimized processes, tools, systems, playbooks, templates, documentation, and KPI reporting visibility to be successful
- This is a highly cross-functional role working with teams such as finance, sales, marketing, operations, and others. You will be comfortable managing changing priorities and demands; think strategically, arrive at a focused execution plan, and manage the plan to completion
- Serve as the Operational Lead and go to person for all things Renewals
- Manage day-to-day renewal operations and support renewal opportunities management in SFDC
- Ensure renewal processes are executed accurately, consistently, and timely. Serve as an escalation point for issues and concerns
- Provide operational guidance and support in Renewals forecasting and business reviews
- Leverage data and insights to define and support Renewals process modifications and improvements and enable optimal business outcomes, manage project scope and ongoing operations
- Detect early signals of at-risk renewals and assist in the design playbooks and offers to increase retention
- Implement and manage software that facilitates Customer Success
- Collaborate with cross-functional end users to gather business requirements that impact the CS system, and configure the system to meet those needs (partnering with other operations teams as needed)
- Optimize customer success processes, workflows, and methodologies to increase efficiency and effectiveness in SF and CS Systems
- Build, test, & deploy system configurations (customer journeys, health scores, calls to action, etc.) within sprint processes
- Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
- Identify opportunities for improvement of existing tools and processes, including adopting new features
- Manage mapping and documentation of customer success processes
- Collaborate with Customer Success enablement to develop training and enablement to drive efficiency
- Develop key performance metrics and dashboards to help the CS organization focus on renewals execution, customer success, and account planning for the renewal
- Partner with Finance and participate in month-end close reconciliation and reporting
- Report to key stakeholders on past results, renewals and upsell forecasts, as well as product usage and adoption e.g. through dashboards and presentations
- Serve as trusted advisor to business stakeholders, ensuring that renewal strategy and data is aligned
- Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what needs attention
Our take
The Employee Feedback Software market is expected to see a great rate of expansion in the coming years due to growing demands in the healthcare industry. It's no surprise then that there's a rising awareness of the benefits involved in the market, a market in which 15Five plays a key role.
By providing the Positive Product Design™, aligned with the latest positive psychology research, 15Five is one step above its competitors being the only company in the business that offers this software.
This approach has gained the company clients including Spotify, American Red Cross and Pendo. Along with backing from investors such as Siemens, Matrix Partner and Origin Ventures, accelerating its vision and solutions.
Steph
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jul 2022
$52m
SERIES C
Jun 2019
$30.7m
SERIES B
Total funding: $85.9m
Company benefits
- Medical, dental, and vision care
- Fertility consulting assistance
- 24/7 online therapy assistance
Company HQ
Yerba Buena, San Francisco, CA
Leadership
David Hassell
(Founder & Executive Chairman)Co-Founder & former Facilitator at Strategy Day. Previously worked as an Advisor at Kite Adventures.
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