Customer Success Enablement Manager

Do you want to empower organizations to fairly and equitably hire, promote, retain and compensate their employees? Syndio is a technology company committed to fairness in the workplace. Fueled by 2020 investments of $24M from Bessemer Ventures, Voyager Capital and social change organization Emerson Collective, Syndio is investing in growing our team and products.

This is a critical moment when organizations are looking for ways to take tangible action to fight gender and racial bias, and we believe creating diverse and inclusive workplaces for all starts with fair pay.

Do you want to enable the leading customer success team that empowers organizations to fairly and equitably hire, promote, retain and compensate their employees? Syndio licenses software to companies to help them find and fix pay equity issues and stay in compliance over time.

About the role 

We're seeking a self-motivated senior manager of customer success enablement who's enthusiastic about ensuring our customer success team has the resources necessary to support our customers. We're looking for someone who brings a combination of operational, training, and customer service skills to enable our customer success team as our business, product suite, and portfolio of customers continues to grow. You will support reporting & analysis, tooling & processes, and CS team enablement.

Core responsibilities

  • Build scalable reporting processes to capture core customer success metrics/KPIs at regular intervals, such as Annual Recurring Revenue (ARR), renewal forecasting, churn, and retention
  • Complete data analysis with multiple data sets to gather insights required to make key business decisions, such as upsell targeting, product adoption, account risk, customer health, account tiering, cost of service, etc.
  • Evaluate and administer Customer Success tools, such as ClientSuccess, Calendly, and Hubspot Service Desk; Partner with Sales Operations on seamless integrations between CS and Sales tools
  • Manage our NPS/Customer Satisfaction process and reporting; as well as develop plans for improvement based on feedback
  • Enhance CSM efficiency by building and scaling customer engagement workflows; find areas that need improvements, identify redundant processes, and streamline the entire customer success function
  • Partner with the Customer Empowerment and HR team to design, develop and maintain on-boarding programs for customer success team members
  • Support leadership to set goals, targets, measure performance, account assignment, and workforce planning
  • Partner with sales and marketing teams to enhance cross-functional processes, such as sales-CS hand-off and marketing outreach
  • Influence Syndio's overall customer success strategy as we grow with an eye on operational rigor and efficiency
  • Participate in comprehensive training to gain in-depth knowledge about the nuances of pay equity, including statistics, analytics methods, and pay equity laws

Role progression

  • Within 1 month, you'll have completed a comprehensive and supportive onboarding process to help you understand the product, the business, and the customer journey. 
  • Within 3 months, you'll be fully ramped and building comprehensive reports necessary to measure success of the team and plan for the future.
  • Within 6 months, you'll be championing internal projects and supporting the execution and evolution of our customer success objectives for the next 1-3 years.

About you

  • You are passionate about our mission to close pay gaps and create fairness in the workplace 
  • You enjoy digging into data and complex operations, with a goal to surface insights to leaders
  • You have strong analytical skills and an aptitude for working with data - Excel / Google sheets is a must; advanced tools are a plus
  • You have 3+ years of demonstrated experience in an operations role
  • You have 3+ years of experience in a management role
  • You are a self-starter who thrives working independently, with minimal supervision, in a collaborative, kind, and supportive environment
  • You are deeply curious, willing to explore all aspects of the customer experience to understand and identify new opportunities to enable our team to meet customer needs
  • You are willing to ask questions and turn to others for support and expertise
  • You have stellar communication skills that help you connect with a range of people, from entry-level employees to the C-suite
  • You bring empathy, calm, and confidence to help customer success team members overcome challenges
  • You're proactive, always two steps ahead to deliver what team members need next

Nice to have but not required

  • You have experience or knowledge in pay equity, compensation, HR consulting, or compliance-related topics
  • You have experience in leading operations in software as a service or technology environments
  • You have 2+ years of experience in customer success

At Syndio, we're building a diverse team that values candor, curiosity, and community. If you share these values and are interested in joining us, we'd love to talk with you even if you don't 100% meet the "about you" listed here. We don't expect anyone to have all the answers, as long as you're willing to learn and grow with us.

Employees joining the Syndio team at this early stage of growth will impact this critical social issue and support a growing customer base (including Nordstrom, General Mills, Match Group, and others) to take tangible action on workplace fairness.

As part of our commitment to fair pay, we'll never ask your salary history. We'll share the salary range for this position with you during our first conversation. Syndio offers a competitive salary, bonuses, equity, health care (Medical, Dental and Vision), a 401(K) plan and many more benefits! We have a flexible PTO policy and encourage all employees to take time off - we all need it!

Syndio is an Equal Opportunity Employer. We are building an inclusive and collaborative workplace as we grow, and we welcome team members regardless of gender/identity, sexual orientation, race or cultural background, religion, physical disability and age.

Company
Syndio
Posted
09/10/2021
Location
Seattle, WA 98101, US