Manager, Customer Success Operations

Boston, MA
Customer Success – Customer Success Team
Full-Time
As Manager of Customer Success Operations at PlacePass, you will be responsible for the performance of our small but mighty Customer Success organization. You will come to us with a passion for, and strong track record of, working cross-functionally at senior levels to develop data-driven processes and insights that measurably improve performance in a complex fast-growing environment, while also having the tools, knowledge, and enthusiasm for rolling up your sleeves and tackling the financial, operational, and managerial aspects of Customer Success at PlacePass.  

Our Customer Success team is rooted in a customer-first mentality that translates into delivering exceptional experiences to the many travelers across the globe who are booking tours, activities, and live events on our websites. As the leader of the CS organization, you will champion and expand upon this culture.

What You'll Do:

    • Establish quarterly Customer Success KPIs with the PlacePass Executive Team and align resources and policies accordingly to meet business objectives
    • Manage and motivate our team of high-performing Customer Success Associates
    • Oversee relationships with external CS stakeholders/providers
    • Leverage quantitative and qualitative data to actively monitor CS performance, building and monitoring dashboards for the CS team and other stakeholders 
    • Own the technical administration and day-to-day management of all tools in our Customer Success tech stack
    • Interface with Product Management, Engineering, and Finance/Operations team members to surface Customer Success requirements and collaborate cross-functionally to drive solutions
    • Create user-friendly documentation of solutions and processes that can be easily referenced by the Customer Success team
    • Stay close to the front lines by helping the team handle CS tickets

Qualifications:

    • 5+ years experience in a CS Operations role (direct-to-consumer orientation preferred)
    • Prior experience managing teams
    • Strong business acumen, P&L ownership over a business line preferred
    • Extensive experience implementing and administering Zendesk
    • Ability to learn new tools and systems very quickly
    • Excellent organization skills; experience creating and maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues 
    • Strong communication skills; experience working with a variety of stakeholders including executives, direct reports, and external customers
    • Team player who is also able to work well independently
    • Passion for Customer Success

You’ll Get to:

    • Join a fast-growing travel company early, make a difference, and enjoy the ride
    • Challenge yourself and take your career to the next level