Customer operations director job description

Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We're on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people. With more than 10,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.
The Opportunity

Rapid7 is seeking an experienced leader to join as the Director of Customer Success Operations to lead our Customer Success Operations team. This key role is critical to ensure our customer facing teams are able to focus on delivering consistent value-add engagements across our global customer base. The Director, Customer Success Operations will be responsible for supporting the systems, processes, and analytical needs of our Customer Success organization. In addition, this role will support strategic decision making, cross-functional project execution, customer health and retention programs, capacity planning, renewal forecasting and execution, and customer segmentation efforts.

As the Director, Customer Success Operations your goal is to support the health, retention, and value realization of our customers across their engagements with Rapid7. Successful candidates will have a strong attention to detail, strong business acumen, and the ability to drive from analysis to action in support of our customer facing teams. You have the ability to minimize friction in our processes, identify areas of opportunity, and develop and launch solutions with the support and commitment of your core stakeholders. You must have a sense of urgency, the ability to manage multiple projects and priorities, and exceptional communication skills. Strong candidates will have a proven track record of scaling and developing teams of operations professionals across, project management, analytics, and data solutioning.

Reporting to the Vice President of Customer Achievement and Health Operations, and partnering closely with the VP and SVP of Customer Success, you will play a key role in the current and future strategy of our business operations. This role will partner and lead project execution across various Rapid7 teams including Sales, Customer Success (CSM), Technical Customer Success, Product, and IT.
Essential Responsibilities
Provide operational, analytical, and decision-making support to Rapid7's executive team in the support of our customer health and retention activities Become an expert on our customer retention and renewal process, applying your expertise to drive improvements in revenue performance Explore and recommend continuous improvement to our customer segmentation and servicing models, including headcount allocation and resource management Lead Rapid7's retention and renewal forecasting capability, including the development of forecasting models, CS team forecasting processes, and regular cadence readouts to executives Support performance management initiatives and analysis across our Go-to-Customer organizations, including weekly, monthly, and quarterly performance reviews Support incentive plans including variable compensation and SPIF programs Drive and scale our Customer Success team operations across tools, processes, data capture and accuracy, and business intelligence Solve for the holistic customer experience, creating consistent and high value engagements across our various customer success teams and customer profiles Lead and develop a world class organization. Manage and provide direction to ensure the overall highest-level delivery, quality control, and management of projects

Job Requirements
Meaningful experience leading, scaling, and developing the strategies and execution of a high-paced enterprise customer success and/or operations organization Proven track record of managing both the modeling and process aspects of install base retention forecasting, ability to create materials for executive audience Proven record of managing all facets of project management including planning, implementation, delivery, and closeout as well as demonstrated ability to synthesize complex information and documentation in a deadline-driven environment Problem solver, impact-oriented, self-motivated, highly-organized and collaborative individual with a sense of urgency Strong financial acumen, ability to support pre-sales approval processes as well as renewal contract processing, include complex multiple product customers Excellent leader with a passion for developing and coaching teams, and driving a cooperative and accountable team environment Proven experience creating operational leverage through recommending, implementing, and integrating processes, tools, and best practices Experience leading cross-functional teams and managing across multiple geographically dispersed offices Significant experience using CRM (Salesforce, HubSpot, etc) tools as well as BI tools (PowerBI, Tableau, Looker, etc)

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Gong unlocks reality to help people and companies reach their full potential. The patented Gong Revenue Intelligence Platform™ empowers customer-facing teams to take advantage of their most valuable assets - customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, empowering revenue and go-to-market teams to determine the best actions for winning outcomes. Thousands of innovative companies like Morningstar Inc., Paychex, LinkedIn, Shopify, Slack, SproutSocial, Twilio, and Zillow trust Gong to power their customer reality. Gong is an award winning company and was recognized on the Inc 5000 (#99), Forbes Cloud 100 (#14), LinkedIn Top Start Ups (#2), and Great Places to Work lists in 2021.

As the Director of our Customer Success (Mid-Market) team, you will lead and develop a team of managers & customer success managers in a high-growth environment. Your leadership will have a direct impact on the growth and maturity of the mid-market business at Gong, the development of your team, and Gong's operating principle of 'create raving fans'. This position reports into our VP of Corporate Customer Success.

RESPONSIBILITIESHire, grow, and develop a team of accomplished CSMs and managers Motivate managers and CSMs to perform in an ever-changing environment where our #1 initiative is to Create Raving FansOwn your team's quarterly and annual metrics and drive the plan to attainment Build and refine scalable processes to drive deeper customer value while maximizing net retention Partner closely with our Customer Account Executive team to upsell and renew customers Collaborate with other Success leaders to improve our customer experience & eliminate friction across Community, Education, Support, Professional Services and more Serve as a point of escalation and executive alignment for our customer stakeholders

QUALIFICATIONSExperience building and managing high performing CSM teams within a B2B SaaS company in a hyper-growth environment5+ years of experience leading teams sized up to 20+ CSMs 3+ years of experience managing managers Experience with revenue management of $30m+Experience within a team selling environment and close partnership with an Account Management team Experience leading CSM teams with a high touch engagement model High level of business acumen and an understanding of how revenue leaders work and think Experience using Gong preferred

BENEFITS & PERKSWe offer Gongsters a variety of medical, dental, and vision plans designed to fit you and your family's needs. For most plans, Gong pays 100% of the premiums for employees and 50% of premiums for dependentsA 401k program to help you invest in your future. Education & learning stipends for personal growth and development. Flexible vacation time to promote a healthy work-life blend Parental leave to support you and your family Company-wide recharge days every quarter

Gong is an equal opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, or any other basis protected by law.
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The Water Environment Federation (WEF) is a not-for-profit technical and educational organization of 30,000 individual members and 75 affiliated Member Associations representing water quality professionals around the world. Since 1928, WEF and its members have protected public health and the environment. As a global water sector leader, our mission is to connect water professionals; enrich the expertise of water professionals; increase the awareness of the impact and value of water; and provide a platform for water sector innovation.

How This Position Contributes to The Team

The Director, Customer Success is responsible for building, developing, and managing WEF’s Customer Success Team. The Customer Success Team will be the primary point of contact throughout the customer lifecycle after the sale, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal. This role will directly manage WEF’s Customer Success Team, including a team of 3+ WEF employees. This individual may have oversight of vendor and contractor relationships and agreements in this role, including sponsorship vendors and contract customer service representatives.

NOTE: This position is currently 80% remote work, 20% work in office as of April 2022. The level of remote work is subject to change.

Principal Functions:

• Reporting directly to our Managing Director, Corporate Relations, the Director, Customer Success will play a key role in driving adoption, expansion, and retention of WEF’s business and commercial offerings, such as: Meetings, Conferences, Trade Shows, Product Sales Platforms & Media
• Managing cross sell activities between live events, media, and knowledge offerings, serving as the nexus between these teams for customers
• Maintaining and building systems and processes that foster efficiency and effectiveness in the daily operations of the team and implementing the universal use of CRM
• Directing the Point System, WEFTEC Resign Process, and other retention programs
• Working closely with Finance to coordinate collections and invoicing and managing the process in the CRM
• Helping build out customer engagement with programs, sponsorships, and media products and maintaining an inventory of these programs
• Creating a process of regular check-in calls for tactical items and performing strategic business reviews with customers on their needs
• Tracking accounts to identify risk and work actively to eliminate that risk, closing gaps when necessary

Qualifications:

• 8+ years managing sales support, customer success, or customer services in a sales environment
• A strong understanding of Trade Shows and Events, Media, and Trade Associations
• Demonstrated experience with CRM programs, such as Salesforce
• Previous work experience selling and supporting sponsorship packages and/or sponsorship development
• Exceptional customer service support and a mission-orientation, along with the ability to work with many stakeholders and be successful
• Travel is required, up to 10-15% annually

This person will work primarily in an office environment using standard office equipment.

WEF requires all employees to be fully vaccinated against COVID-19.

WEF is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, national origin, sex, age marital status, or physical handicap.