Customer Success Operations Analyst

Washington, DC /
/
Full-time
Contentsquare is a global SaaS technology company that empowers brands to build better digital experiences for all. Not to brag but… we have been recognized by Gartner as one of the four most innovative e-commerce technologies in the world, and featured in Wired Magazine as one of Europe’s hottest startups.  

Contentsquare has 8 main offices across the world (Paris, NYC, London, Tel Aviv, Munich, Tokyo, Singapore & San Francisco) with 750+ clients globally including many accounts from the global Fortune 100. We’ve been experiencing tremendous growth as our team has grown from ~300 to over 850+ employees globally, and raised a $500M Series E funding in May 2021, the biggest total VC funding ever for a French start-up!  This announcement garnered more than 350 media placements globally.

We can tell you that this growth is not going to stop here as we are anticipating to hire 1,500+ positions globally within the next few years and are looking for talented people like you - unique, ambitious, and enthusiastic - to join us and help us continue to innovate and improve user experience. YOU keep us going and your creativity drives us to be a better company. Come join the #CSquad family!

About the Opportunity:
In a strong growth context, we are looking for a Customer Success Operations Analyst to help us consolidate our Gainsight platform and scale its usage across the whole organization. The scope of ownership for this role will also extend to managing other tools as the team gets equipped. Fully dedicated to Customer Success, you will take part in an international organization that values team spirit, ambition and creativity. You will work with different teams and departments (Customer Success, Sales, Marketing, Product, R&D…).

What you'll be doing:

    • Be autonomous on Gainsight project management by capturing project requests, building action plans and schedules, prioritizing tasks, and coordinating actions between departments.
    • Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements.
    • Partner with cross-functional departments to coordinate projects, communicate with in-house and external stakeholders, learn business needs, define impacts on systems, and communicate the status of the on-going projects.
    • Closely collaborate with the BI team to extract valuable data from other software applications (e.g., Salesforce, Zendesk, Airtable, Hubspot, etc.), integrate it into the Gainsight database and cross-reference it with the relevant metrics.
    • Build integrations to export Gainsight data into BI tools, such as PowerBI or Google Data Studio.
    • Work cross-functionally with the Sales Operations, Customer Success & BI teams to guarantee a full data alignment between the different customer platforms.
    • Design business rules to analyze customer data and trigger actions for the Customer Success team to proactively engage with customers.
    • Provide day-to-day end user support to Gainsight users, enable team members on the tool, and ensure project documentation, training sessions, user guides, and communication are up-to-date.
    • Support the selection and lead the deployment and administration of other Customer Success tools (notably time tracking or PSA software).

Who we're looking for:

    • 1-5 years of experience with a good knowledge of the SaaS business model & KPIs.
    • Gainsight administration experience.
    • Client facing is required. You will need to know how to convince people and lead meetings.
    • An explorer, self-learner and proactive team member.
    • Has an analytical mindset  and is able to handle complex analysis.
    • Can work fast and handle tight deadlines.
    • Google Sheet, Google Slides and Excel hold no secrets for you.

What makes you stand out from the crowd:

    • Gainsight, SalesForce and Zendesk admin
    • Previous experience in Customer Success
#LI-Remote #BI-Remote

Why Should You Apply to Contentsquare?
✅ Our mission is focused on empowering everyone to create better experiences for all in the digital world.
✅ We invest in our employees through career development & opportunities, social events, philanthropic activities, and competitive benefits.
✅ You get to collaborate with and learn from smart and creative people around the globe.
✅ We are in this together #TeamSpirit.
 
To keep our employees happy and motivated, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are some we’d like to highlight:
- Virtual onboarding, Hackathon, and our annual kickoff trip on a global basis! You have the opportunity to interact with our global colleagues.
- Generous paid time-off policy (every location is different)
- We offer many benefits in various countries -- ask your recruiter for more information!
- Competitive parental leave policy (it can vary depending on geographic locations)
- Fun office culture with a big opportunity to make an impact on our growing global team, culture, including a Culture Crew for every country to organize regular outings such as game nights, movie nights, and happy hours

#Uniqueness is embedded in our DNA as one of our core values, and we welcome everyone to apply to our positions.

Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Your personal data are used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights.