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Customer Success Operations Manager

Dashlane

Dashlane

Customer Service, Sales & Business Development, Operations
New York, NY, USA
Posted on Saturday, May 25, 2024

About Dashlane

Dashlane's mission is to make security simple for millions of organizations and their people. We empower businesses of every size to protect company and employee data while helping everyone easily log in to the accounts they need—anytime, anywhere. Over 17 million users and 20,000 businesses in 180 countries use Dashlane for a faster, simpler, and more secure internet.

Our global team is united by a strong sense of community and passion for improving the digital experience of our users. Learn more about how we work, how we hire, and the benefits of being a Dashlaner in our Life at Dashlane page.

Introduction:

Are you are looking to have a significant impact on company success? Are you a highly motivated, strategic and data driven professional with a passion for driving customer success operations in the fast-paced world of SaaS security? Are you are driven to make life easier for your end-users by creating impactful processes and workflows that help them succeed? Come join Dashlane as Customer Success Operations Manager and bring your passion for data, technology and processes.

About the role:

As Customer Success Operations Manager, you will oversee all operations functions for our global Customer Success team. We are searching for a detail-oriented and a critical thinker who is energized by using technology to solve problems and promote efficiency. You'll be responsible for leading and tracking strategic and operational programs to improve the Customer Success team’s ability to deliver customer success metrics and goals.

Your main objective will be to enhance the efficiency and effectiveness of our Customer Success team. You will report directly to the Sr. Director of Customer Success and work closely with CS leaders to define customer success goals, strategies, and tactics, as well as implement scalable, repeatable processes.

Location:

You will be based in New York, with English as your working language. We offer a hybrid work arrangement, with Tuesday being the company day, where we all collaborate in the office and have a company-sponsored meal, a department day for team bonding (will be Monday for your department), and a third day at your choice. We offer relocation support (national and international).

At Dashlane you will:

  • Utilize data analytics to gain insights into customer behavior and success metrics, providing actionable recommendations for continuous improvement.
  • Work with the CS leadership to develop and execute the overall customer success strategy, aligning it with the company's vision and goals to drive customer retention, expansion, and advocacy.
  • Recommend and build proper processes to make our business and team successful and deploy them into our CSM platform Vitally
  • Assist in refining the Customer Success forecasting process; specifically around tracking and reporting.
  • Develop an optimized & data-led model of the customer journey,
  • Build and optimize scalable and efficient customer success processes, ensuring smooth customer onboarding, adoption, expansion and retention.
  • Understand customer journeys and pain points to identify areas for process improvement and customer engagement optimization.
  • Evaluate, implement, and manage customer success tools and systems to enhance team productivity and ensure effective customer communication and tracking.
  • Build a digital touch experience that turns customer data into a meaningful engagements by connecting customers to self-serve solutions.
  • Leverage data outputs to create early signs of at-risk renewals and create workflows for CSMs to follow for addressing and tracking.

Requirements:

  • 5+ years in a Customer Success / SaaS operations role

Nice-to-haves:

  • Experience building out both an enterprise, high touch, customer success motion and an innovative customer success practice, leveraging data, insights and technology to scale.
  • Experience developing strategies to scale CS teams to meet the needs to our various customer segments.
  • Analytical mindset with the ability to interpret data and derive actionable outputs.
  • Excellent communication and presentation skills. Possess and display professional presence and credibility to function effectively cross functionally.
  • Demonstrate a passion for designing scalable, repeatable processes and programs.
  • Legally able to work in the U.S.

Salary Range: $130,000 - $152,000 in base salary

Our salary ranges are based on paying competitively for our size and industry and are one part of the total compensation package that also includes benefits and other opportunities at Dashlane.

Individual pay decisions are based on several factors, including qualifications for the role, experience level, and skillset. We expect the majority of the candidates who are offered roles at Dashlane to fall healthily throughout the range based on these factors.

Diversity, Equity, Inclusion and Belonging at Dashlane:

As a truly international company—founded in France and distributed across France, US and Portugal—Dashlane thrives off diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. We are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs. See more about this here.

Your interview experience:

To know what to expect once you’ve sent your application, read about how we interview and hire at Dashlane. Feel free to browse our blog to find more information about our product and how we work.