Gainsight Admin/Customer Success Operations Manager – Tapcart

As a member of the Tapcart Customer Success Operations team, you will be a high-caliber Operation professional that ensures the success and efficiency of our Customer Success Organization. Our customers work in a fast-paced Ecommerce world and making sure that the Tapcart product is delivering amazing outcomes is the best path for creating long-lasting customer loyalty. In this role, you will build on the existing Customer Success Operational framework that is driving these customer outcomes for a rapidly growing team.

How you will make an impact

• • Be a trusted partner to the CS Leadership team by defining, tracking, and implementing goals, programs, and strategies that scale.
  • Design and launch processes, workflows, and automations that drive internal efficiencies, level-up the effectiveness of our GTM teams, and deliver greater value to our customers.
  • Lead Customer Success executive analyses, strategies, and deliverables (e.g. board materials, QBR, etc.).
  • Enhance performance tracking in our established BI tool (operational reviews, rep. efficiency, productivity indicators, dashboards, team KPIs in Grow).
  • Help improve our data and reporting foundation
  • Partner with Customer Success leaders on ad-hoc requests, projects, and escalations as needed.
  • Be the admin for all Customer Success business systems including Gainsight, Zendesk, Chili Piper, Outreach, and Jira.

What skills you will need

• • 3+ years of Customer Success Operations experience in a high growth SaaS start-up.
  • Data expertise: Querying and scoping (SQL, Gainsight, BigQuery, Amplitude, Grow), analysis (Excel), summarizing (pivot tables, charts, slides, written explanation), reporting (dashboards, repositories).
  • System Expertise: Gainsight and Zendesk.
  • An understanding of how to analyze and improve customer health scores.

Bonus if you have

• • Gainsight admin certified
  • Zendesk admin certified
  • An attitude of winning as a team and a desire to learn something
  • Experience with Uservoice, Grow, Outreach, Databricks and/or Shopify

·      Massive growth opportunity and equity for all employees

·      Medical , Dental, Vision, 401k – eligible immediately

·      Unlimited PTO + remote friendly

·      Brand new MacBook Pro and home office setup

·      Catered lunches, monthly happy hours, and company wide offsite events

We are growing startup located in Santa Monica, CA . Our team and culture are very important to us – we aim to make coming to work fun, challenging and rewarding. We know that doing great work depends on showing up with creative solutions to face our challenges. It all starts with having good people, and helping them grow both personally and professionally. We can’t wait to hear how your unique skills and personality will add to our company and culture.

 We are on a rocket ship and just raised our Series B for $50M in June 2021: https://tcrn.ch/3dn2RiV

 We raised our Series A for $10M in May 2020: builtinla.com/2020/05/19/tapcart-raises-10m-series-a-hiring

 Check out what our customers are saying: https://apps.shopify.com/shopify-mobile-apps/reviews

 Our current openings: https://tapcart.com/careers 

Learn more about who we are and what we offer on our Careers page.