Customer Success Operations Manager, Thoropass
$120-150k
+ Bonus+ Equity
2+ days a week in office
Compliance & audit management platform
Job no longer available
Compliance & audit management platform
201-500 employees
Job no longer available
$120-150k
+ Bonus+ Equity
2+ days a week in office
201-500 employees
Company mission
To build a world that’s safer for consumers, more seamless for enterprise, and ripe for advancement.
Role
Who you are
- At least 4 years experience within Sales Operations or Customer Success Operations
- Analytical Skills
- Data analysis and insight generation
- Proficiency in Excel and BI tools (e.g., Tableau, Power BI, SIgma)
- Process Improvement
- Understanding of sales processes and methodologies
- Identification and implementation of process improvements
- Revenue Forecasting
- Expertise in forecasting techniques and models
- Collaboration with leadership on sales trends and targets
- Business Acumen
- Understanding of sales cycles and contract lifecycles
- Alignment of customer operations with business strategies
- Data Management
- Management of large datasets with accuracy
- Problem-Solving
- Quick identification of issues and effective solutions
- Strong critical thinking and proactive problem-solving
- Attention to Detail
- High accuracy in data management and reporting
- Spotting errors and inconsistencies
- Training and Development
- Training Customer Success or Sales teams on CRM tools and processes
- Development of training materials and resources
- Change Management
- Experience in leading or supporting change initiatives
- Driving adoption of new tools and processes
Desirable
- Experience with CRM systems (e.g., Salesforce, HubSpot, Totango)
- CRM optimization and data integrity management
- Salesforce administration certification
- Proficiency in SQL
- Familiarity with other sales tools and software (e.g., Gong, Apollo, Salesloft)
What the job involves
- We are hiring for a customer operations manager
- You will be responsible for supporting process optimization, reporting and analysis of data aimed at generating insights for our Customer Success team and relevant company leadership
- This role will be reporting directly to our Director of Revenue Operations and will work directly with our Customer Success team, as well as cross-functionally with many other departments within our company
- Analyze Customer Success (Cx) data, trends, and KPIs to provide insights and recommendations for improving sales performance
- Develop and maintain Cx dashboards and reports to track key metrics and sales targets
- Streamline and improve Cx processes to enhance efficiency and reduce friction in the sales cycle
- Collaborate with Cx teams to identify bottlenecks and implement solutions for smoother operations
- Assist in creating accurate sales forecasts, revenue projections, and demand planning
- Monitor and report on actual performance against forecasts and provide explanations for variances
- Maintain and clean CRM (Customer Relationship Management) data to ensure accuracy and completeness
- Setup, maintain and optimize Cx specific tools including Salesforce, Totango among others
- Provide training and support to sales teams on CRM best practices
- Work with marketing and product teams to develop collateral, tools, and training resources that empower the Cx team
- Support the onboarding and training of new Customer Success Managers (CSMs)
- Generate regular and ad-hoc Cx reports for various stakeholders, including senior management and sales teams
- Analyze data to identify trends and opportunities for improvement
- Collaborate with finance, marketing, and customer support teams to align strategies and initiatives
- Act as a liaison between Cx and other departments to address operational issues
Our take
If you’re a growth-stage startup, you need to become SOC 2 compliant to be able to close enterprise deals. However, becoming SOC 2 compliant can be expensive, time-consuming, and pretty complicated. Thoropass (previously known as Laika) provides an end-to-end compliance service for startups, to enable them to work with legacy companies in highly regulated fields such as health and fintech.
Due diligence is quickly becoming a consideration from day one for startups in these fields, with an increase in collaboration between disruptive startups and legacy players. Thoropass has taken up an acute position between the two, allowing startups to get deals done more smoothly and scale more quickly, whilst allowing the established companies to access emerging talent.
Although Thoropass has maintained a strong focus on growing early-stage companies, it has ambitious plans to start working with big banks in the future. Significant funding raised by the company, which already has hundreds of customers, will see it invest in expanding the functionality of its platform and its wider business funnel.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2022
$50m
SERIES C
Nov 2021
$35m
SERIES B
Total funding: $98m
Company HQ
Midtown Manhattan, New York, NY
Leadership
Austin Ogilvie
(Co-Founder & Executive Chairman)Began their career as a Research Analyst at EverFi before moving on to become Project Manager at On Deck Capital. They also served as the CEO at Yhat (acquired by Alteryx) and then went on to become Director of Product Management.
Eva Pittas
(Co-Founder & COO)Studied Finance at NYU Stern School of Business. Worked at Citi Bank for over 13 years as Chief Financial Officer. Later became Managing Director at Citigroup. Founded and worked as CEO of Fintech BRCG in 2017.
Sam Li
(Co-Founder & CEO)Studied Computer Sciences, Maths and MBA at the Universities of Virginia, Columbia, and Harvard. Worked as a Technology Analyst for Goldman Sachs. Then became a Technical Account Manager at Google. Co-founded and worked as CTO of Zinc Platform. Most recently was an Entrepreneur in Residence at Bain Capital Ventures.
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