Customer Success Operations

Pylon•San Francisco, CA

17d

About The Position

At Pylon, we're building the future of B2B Post Sales. We’re building the all-in-one B2B post-sales support platform powered by conversational data and layered with intelligence to help our customers run their operations in real-time. We’re backed by a16z, BCV, General Catalyst, Y Combinator. Currently more than 1000 companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io use us everyday to run their support and customer success workflows. You'll also find us on this year's Enterprise Tech 30 List. We’re now looking for our first Customer Success Operations Associate to help us centralize our data and build the foundation for company-wide reporting and insights. Our GTM tech stack includes tools like Salesforce, Pylon, Clay, Default, and Equals. As our first CS Ops hire you will: Be responsible for supporting Customer Success data analyses, tool administration, and end-to-end execution of Customer Success processes and daily business operations Work closely with Head of Customer Success to instrument CS processes and discover points of leverage. CS scope includes setup and onboarding customers, driving adoption, and closing upsells and renewals Create dashboards to provide organizational visibility of customer and expansion KPIs Execute ad hoc tactical activities to help scale day-to-day CS operations Sample priority projects now: Store previous ARR data for churned customers in SFDC Rollup product-level ARR onto Accounts Improve auto-renewal process Auto turn on/off products based on CPQ-SFDC-Pylon sync Improve forecasting for renewals Improve context-sharing on future expansion opportunities when Sales hands over customer to CS Auto-set CSMs for new customers Help determine expansion potential by product line in existing base You might be a fit if the below describes you... 3+ years of experience in sales/revenue/CS operations, GTM operations, management consulting, investment banking, or other related field Expertise in Salesforce Analytical and data-driven Excited to ramp up and help shape tech stack: Equals for revenue reporting, Salesbricks CPQ, Pylon for customer success and support, Salesforce for opportunities, Hightouch for data ingestion Experience working at a high-growth startup You’re motivated by autonomy, high ownership, and fast iteration You’re in SF (or open to relocating) and want to help shape our data culture from the start

Requirements

3+ years of experience in sales/revenue/CS operations, GTM operations, management consulting, investment banking, or other related field
Expertise in Salesforce
Analytical and data-driven
Excited to ramp up and help shape tech stack: Equals for revenue reporting, Salesbricks CPQ, Pylon for customer success and support, Salesforce for opportunities, Hightouch for data ingestion
Experience working at a high-growth startup
You’re motivated by autonomy, high ownership, and fast iteration
You’re in SF (or open to relocating) and want to help shape our data culture from the start

Responsibilities

Be responsible for supporting Customer Success data analyses, tool administration, and end-to-end execution of Customer Success processes and daily business operations
Work closely with Head of Customer Success to instrument CS processes and discover points of leverage. CS scope includes setup and onboarding customers, driving adoption, and closing upsells and renewals
Create dashboards to provide organizational visibility of customer and expansion KPIs
Execute ad hoc tactical activities to help scale day-to-day CS operations