Job Properties
  • Job Type
    Full-time Position
  • Background
    Management & Business Others
    Marketing and PR
  • Languages
  • Experience Required
    1 - 2 Years
  • Degree Required
    • Province
    • Date Posted
      April 04,2021
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    • internship package

    Customer Success Operations Specialist

    About inSided

    inSided is a leading Customer Success Community Platform that uses the power of community to measurably improve our client’s customer engagement. Customer Success is at the heart of everything that we do. It is our motto to bring success to all our customers. A few of our amazing customers are Gainsight, Mixpanel, Slido, and Zapier, who use inSided to directly drive business growth to reach millions of people worldwide.

    inSided is based in Amsterdam with offices in Manhattan, New York City. On both sides of the pond, we have a motivated and entrepreneurial team, who love to brainstorm on new ideas together, and regularly celebrate our continued success (ask about our champagne waterfalls ). We currently have around 60 employees and are growing rapidly.

    Our B2B customer base has exploded to over 200% in 2020, with a rocketship growth forecast for 2021. We are on a mission to make inSided communities an essential part of at least 1000 brands worldwide. To achieve this we are looking for A-Players - people who share our passion, embrace change, take initiative and adopt high standards for themselves - to join our team and help us shape the future of customer success.

    About this role

    We are looking for a data-driven individual who will help identify and drive the necessary changes to maximize efficiency and results in Customer Success. This new and exciting role will work across all CS functions: Customer Success Management, Onboarding, Support, and Digital Customer Success (our 1:many channel). We are looking for someone with energy and discipline to come in and be a builder and an executor. We are looking for a Customer Success Operations Specialist to help us consolidate our customer success tools and platforms and make sure as we scale as a business our tools and processes are second to none. Fully dedicated to Customer Success, you will take part in an international organization that values, team spirit, ambition and creativity. You will work cross-functionally (customer success, sales, marketing, product) in order to ensure the customer success team's tools and processes align across the business.

    Key Responsibilities:

    • Monitor customer success system performance, data integrity, and user activity to make recommendations on continuous improvements
    • Closely collaborate with the revenue operations team to successfully pull out valuable data from other softwares (Salesforce, Zendesk, Mixpanel, Hubspot etc.), integrate it into Customer Success tools and databases
    • Design business rules to analyze customer data and trigger actions for the Customer Success team to proactively engage with customers
    • Develop a Success Excellence system that will track and maximize the quality, efficiency and performance of Customer Success at inSided
    • Own the CS tool stack and integrations with other relevant data sources at inSided
    • Lead the development and maintenance of a customer health score to inform CSMs’ decision making
    • Ensure Customer Success is capturing the right data
    • Serve as a liaison to other commercial teams on operational matters
    • Uncover and act on challenges, barriers and opportunities around the Customer Success team’s efficiency and scalability
    • Provide operational support and develop processes that drive product adoption and successful client outcomes

    We would love to meet someone with the below (required experience):

    • 2+ years of working experience in a SaaS business working in a sales, customer success, or operations role
    • 2+ years experience as an administrator in at least one CRM or Customer Success Tool
    • Strong analytical skills and an aptitude for working with data - high skill level of Excel / Google Sheets is a must
    • Interest in software and learning new tools

    Ways To Stand Out From The Crowd (Nice to have)

    • SalesForce & Zendesk admin
    • Business Analysis experience, especially for Customer Success
    • Previous experience with a Customer Success tool (Gainsight, Planhat, ChurnZero, Catalyst, etc)

    What we offer:

    • Annual professional development stipend to renew and earn technical certifications
    • An exciting high-growth SaaS organization in an international environment
    • Company-sponsored Pension Plan and holiday allowance (8%)
    • An impactful role with lots of growth potential for yourself, your team and the company
    • A beautiful office in the heart of Amsterdam (an 8-minute walk from Amsterdam Central Station)
    • Choice of your own work laptop
    • If remote, an at-home office set up including laptop, monitor, mouse, and keyboard
    • Clever, funny, and ambitious colleagues
    • A lot of freedom to apply your creative and strategic skills
    • Real impact, real responsibilities, and a really fun team
    • A work-hard, play-hard environment—we're big fans of Friday afternoon drinks, parties, and events


    Anika Zubair:

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