Customer Success Operations Manager, VTS
$113.5-124.8k
4 days a week in office
Commercial real estate technology solution
Be an early applicant
Commercial real estate technology solution
501-1000 employees
Be an early applicant
$113.5-124.8k
4 days a week in office
501-1000 employees
Company mission
To unify owners, operators, brokers, and tenants to capitalize on opportunities revealed in every square foot of their properties.
Role
Who you are
- 3+ years in a similar role, such as Customer Success Operations or Sales Operations
- Ideally experience in a high-growth SaaS environment
- Strong project management and "change management" skills
- Proficiency in Salesforce, Gainsight, Excel, and AI tooling
- Experience building operational systems from scratch that has scaled successfully with business growth
- Demonstrated ability to troubleshoot technical issues across multiple integrated systems
- Exceptional written and verbal communication — you can explain complex technical issues to non-technical stakeholders and write client communications that build confidence
- Strategic thinking balanced with hands-on execution — you can design long-term solutions while rolling up your sleeves to solve today's problems
- Strong prioritization skills — you thrive when everything feels urgent and can make clear trade-off decisions
- Cross-functional collaboration — you build strong relationships across teams even when priorities compete
- Comfort with ambiguity — you can create structure and clarity in undefined situations
What the job involves
- As the Customer Success Operations Manager, you will work within the Customer Success team and focus on scale, efficiency, and data driving toward our revenue retention goals
- Your mission is to remove friction for our customer success managers by optimizing processes, managing our success tech stack, and turning customer data into actionable insights. You will help ensure that our customer experience remains seamless and data-driven
- Own the operational effectiveness of core Consumer Operations systems, including Gainsight, Salesforce, Pendo, Slack integrations, and related tooling
- Ensure systems are stable, scalable, well-integrated, and optimized for frontline teams
- Act as the technical point of accountability for system enhancements, integrations, and issue resolution
- Proactively identify gaps or inefficiencies in the current tech stack and propose durable solutions with an AI first approach
- Take ownership of ambiguous operational problems by structuring analyses, developing recommendations, and driving implementation
- Create scaled AI solutions to operational problems using platforms such as Luvable, chatgpt, and n8n if needed
- Own the creation of email and/or in-app outreach to our customer base to drive product awareness and adoption. This includes creating the copy, audience segmentation, and success reporting
- Enable CSM team to best serve clients through scalable solutions such as Gainsight CTAs, automated QBR creation, and NPS Surveying
- Build and formalize customer success workflows across the full member lifecycle, from onboarding through ongoing engagement and issue resolution. Help identify friction points and proactively design solutions
- Be a thought leader/owner in the development and maintenance of reporting that surfaces Voice of the Customer (VOC) insights across Consumer Operations channels
- Build scalable, automated reports and dashboards that highlight customer sentiment, recurring issues, friction points, and experience trends
- Partner cross-functionally to ensure VOC insights are actionable and regularly incorporated into decision-making
- Use data to connect customer feedback to operational drivers and improvement opportunities
- Support client retention through scaled data analytics on product adoption
Our take
Commercial real estate is a difficult business sector to plan for, especially for the largest firms managing huge portfolios of prime office space. Marketing, leasing, data analytics and retention efforts have traditionally required an array of different solutions, often poorly integrated with one another (if at all), and decision-making is often stymied by inaccurate reporting and inflexible, clunky tools.
VTS, a leading player in the commercial real estate tech sector, seeks to change this by unifying every real estate asset and function in a single platform. Combining marketing, asset management and reporting functions into a single interface, it also delivers data insights for decision makers to inform their investment and asset strategies.
VTS's user base has grown to over 45,000 commercial real estate firms including Blackstone, Brookfield Properties, and LaSalle Investment Management, and about 60% of the US's top quality office space is managed through its platform. Having raised a significant amount of funding it is investing heavily in research and development, sourcing strategic acquisitions and hiring additional talent.
Steph
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Sep 2022
$125m
SERIES E
May 2019
$90m
SERIES D
Total funding: $304.6m
Company benefits
- Parental Leave: 16 weeks 100% paid parental leave for the primary caregiver and 6 weeks 100% paid leave for the secondary.
- Wellness: Dedicated monthly wellness events to promote physical and mental well-being.
- Exec coaching & mentorship: Extensive leadership coaching and mentorship offered through the year.
- Own a piece of VTS: Be an owner of the company you’re building with our equity packages.
- Never stop learning: VTS regularly hosts informal education sessions and provides an allowance for external courses.
Company HQ
Midtown South, New York, NY
Leadership
Nick Romito
(Co-Founder & CEO)Started his career in commercial real estate over a decade ago as a tenant rep and landlord broker at New York City’s Murray Hill Properties. Then went on to AM Properties before becoming the founder and CEO of Titan Advisors in 2009. Founded VTS in 2010.
Ryan Masiello
(Co-Founder)Started his career at Cushman & Wakefield, before getting recruited by JLL to help lead the firm’s business development efforts in New York, eventually becoming Senior Vice President.
Niall Smart
(Co-Founder & CTO)Previously co-founder and CTO at Hightower, and earlier was co-founder of Echodio, a Y-Combinator backed digital media startup that was acquired by RealNetworks in 2009.
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