Director of Customer Operations

San Francisco, CA
Sales
Full-time
Director of Customer Operations
You think you know Crunchbase, but what you don’t know is that we’re more than just a dataset of companies. Crunchbase is the go-to destination to find businesses to sell to, market to, research, work for, invest in, and buy from. We’re capitalizing on this to become the single place to find information on the world’s businesses and connect those companies with the businesses they are looking for.  Our customers are a key component of our strategy.

Our team is growing, and we are looking for a phenomenal Director of Customer Operations to expand our strategy of providing the highest level of service and guidance to customers throughout the Crunchbase platform. The Director of Customer Operations will be responsible for managing and further developing our amazing team of Customer Success Managers and Customer Experience Specialists, and ensure that Crunchbase’s operational activities and processes are aligned to meet current and future business needs. The ideal candidate will have previous experience leading and growing top performing customer success and experience teams within a data and/or software-as-a-service business.

Sales & Customer Operations at Crunchbase
Our team is responsible for spreading adoption of our API and SaaS products: Crunchbase Enterprise, Crunchbase for Applications, Crunchbase Pro, and Crunchbase Marketplace…and driving revenue growth, of course!

As our Director of Customer Operations, you will:
• Lead, mentor, and inspire a team of Customer Success Managers and Customer Experience Specialists
• Promote a customer-centric mindset across the company and align initiatives across teams
• Measure effectiveness of Customer Success and Experience programs through metrics and operational reviews
• Develop, track and analyze new KPIs that can drive success across the organization, and adjust operational processes and policies to hit these new KPIs
•  Identify ways to optimize each step in the customer lifecycle and drive engagement
• Anticipate issues and identify opportunities to systematize solutions to support a growing customer base and team
• Work closely with engineering and product to relay customer needs, pain points, and experiences to drive product strategy, roadmap, and prioritization
• Work in partnership with our executive team to ensure broader organizational quota and goal attainment

You
• Are a customer-focused leader, who is experienced at growing top performing teams and improving operational processes
• Naturally possess a high level of empathy and play close attention to the needs of customers
• Have a high standard for excellence and feel a great sense of satisfaction when customers are successful
• Are technically capable and can converse effectively with technical customers, internal teams, and executives

Qualifications
• At least 10 years of professional experience, with at least 4 years in a customer operations leadership functionality, specifically in a data and/or software as a service business
• Experience negotiating contracts (upsells/renewals)
• Excellent written and communication skills
• Experience with Salesforce required
• Experience with Zendesk preferred

What Crunchbase offers
•  A team of creative, transparent entrepreneurs driven to accomplish our mission
•  Disciplined and experienced leadership that thinks long-term and has a track record of growing people
•  Prime location in the Financial District of SF, near BART and Muni stops
•  Company and team offsites, retreats, events and happy hours
•  Competitive salary and equity
•  Daily catered lunches and plenty of snacks
•  Fitness reimbursement (to work off the catered lunches)
•  Unlimited Paid Time Off (PTO) -- we don't track vacation days
•  Incredible medical, vision and dental benefits for employees and their families
•  10 weeks fully paid parental leave for all new parents
•  401(k) and Roth plans, and free annual financial adviser check-in
•  Free One Medical Group membership for employees and their families
•  Monthly commuting stipend
•  Free Lyft rides anywhere in the Bay Area after late nights at the office