Senior Manager or Director, Customer Success Operations | REMOTE |Network for Good, Inc.

Joe McElhaney

JOB TITLE: Senior Manager or Director, Customer Success Operations 

LOCATION: Remote or Washington, DC, USA

JOB DESCRIPTION: This person (maybe you?) will help me scale the Customer Success department's operations through business process improvement; automation & tech stack integration; cross-functional collaboration; and data collection, analysis, & reporting. This CS Ops role will touch all aspects of Customer Success, both Network for Good's (NFG) delivery of customer outcomes and NFG's company-wide customer experience. I'm looking for someone with:

• Experience in a CS Ops role with an automation-focused 1-to-many strategy serving small-business SaaS customers
• Professional-grade communication and presentation skills capable of interacting with C-level executives
• Effective Organizational Change Management skills
• A mind for designing processes and systems that scale
• A "roll up the sleeves and get hands dirty" mentality
• Passion for decomposing complex operations and problems into concrete, manageable components
• An extreme sense of ownership for assigned responsibilities
• Superior technology skills, especially with applications in NFG's CS Tech Stack (e.g., Salesforce; a to-be-selected CSM platform; Pendo; Heap; AskNicely; Zendesk Suite; Five9; FullStory; Atlassian's StatusPage.io; Office365; Typeform; Tableau) 
• Experience turning large amounts of data (e.g., in SQL, Python, or R) into actionable insights 

 

JOB RELATIONSHIP TO YOU: This role reports to me (Joe McElhaney, VP of Customer Success) and will be my trusted lieutenant for enabling and scaling the department's operations and technology. 

WHY SHOULD YOU JOIN US: We're focused on driving outcomes and relationships with our customers. How do we do that? Through thought engagement programs that use community, marketing, events and more. 

ABOUT OUR COMPANY: Network for Good helps small nonprofits cultivate donor relationships and advance their missions with simple, smart fundraising software, personal coaching, and online resources. As a mission-driven, Certified B Corporation, Network for Good has a legacy of providing trusted support to over 400,000 nonprofit leaders since 2001 and has helped pioneer the online fundraising space, disbursing more than $3 billion to date. You can learn more about us here: Careers | Network for Good

JOB LINK: Network for Good hiring Senior Manager, Customer Success Operations in Washington, District of Columbia, United States | LinkedIn

 

TAGS:#b2bsaas #csoperations #CSOps

Joe McElhaney

I'm happy to report that this position has been filled. Thanks to all who applied!