Customer Success Ops


October 10, 2022

Job Description

Want to join one of Forbes’ next billion dollar startups that’s backed by VCs such as Kleiner Perkins, Accomplice, Gradient Ventures (Google’s AI Fund), BoxGroup, Village Global, and many more? If so, Secureframe could be the place for you. Secureframe is on a mission to help organizations build trust and stay secure. Getting secure can take months, slowing a company’s speed-to-market and sales. We believe security—when done right—should accelerate innovation and growth. That’s why we started Secureframe.
This role is fully remote in the United States and Canada

What you’ll do
  • Develop and implement processes, metrics, and systems to support customers throughout their journey and contribute to the company’s outcomes
  • Define, lead, and track strategic and operational programs to successful completion
  • Own the creation of a customer health score and perform a regression analysis on this score
  • Work cross functionally with sales, marketing, engineering and product teams to align on customer needs and company strategy
  • Perform statistical month to month analysis of the Customer Success and Customer Experience teams to locate areas of inefficiency 
  • Ensure effective use of all internal systems, analyze team productivity, and create playbooks to allow the Customer teams to work more efficiently 
  • Own reporting of metrics, and facilitating customer engagement initiatives (e.g., surveys)
  • Leverage data and analytics to lead, and measure results for customer ownership journey, programs, and campaigns
  • Configure integrations, reporting, dashboards, and workflows in various Customer Success tools
  • Provide project management, administration of Customer Success tools implementation and maintain customer success programs including structured onboarding, tactical, and strategic capabilities
Who we’re looking for
  • 5+ years of Operational SaaS and B2B experience 
  • Autonomous worker with an ownership mindset who is action-oriented who can prioritize multiple tasks seamlessly with excellent attention to detail
  • Data driven
  • Excellent written and verbal communication skills
  • Experience with Salesforce or other CRM tools
  • Understands Customer Health Metrics
  • Team oriented and strong empathy for customers
  • Experience with SQL databases, creating queries, and business intelligence tools (e.g. Tableau, Power BI, etc.)
  • Passion and ability to work well in a fast-paced, rapidly changing environment
  • Medical, dental, and vision benefits for you and your dependent(s)
  • Unlimited PTO
  • 401(k)
  • Paid family leave
  • Ground floor opportunity as an early member of the team
Secureframe is an equal opportunity employer. We aim to create an environment where every team member at Secureframe feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Collaboration, connection, and having fun with colleagues is an important part of our culture as a remote first company.  Therefore, we ask that all employees be able to travel by air to company offsites two to four times per year.