Customer Success Operations Manager

Success · Boise, Idaho
Department Success
Employment Type Full-Time
Minimum Experience Entry-level

PlexTrac, Inc. is a cybersecurity company on a mission to empower security teams to identify and eliminate the biggest threats to their environments. The PlexTrac platform enables the automated reporting and tracking of cybersecurity risks and allows for enhanced collaboration across the enterprise. PlexTrac takes purple teaming to the next level and is changing the paradigm around continuous security assessment and validation. This innovative approach has allowed PlexTrac to gain significant traction among companies and teams of all sizes, including several of the Fortune 500.

 

Having recently closed a $10 million Series A funding round, PlexTrac is poised for exponential growth and is seeking top notch talent for strategic roles to join the team. Candidates interested in leveraging extensive professional experience to build innovative programs around a new concept in the cybersecurity market and who love working in a fast-paced, energetic start-up environment should apply!

 

PlexTrac Mission and Culture is to empower teams to win the right cybersecurity battles. PlexTrac is culturally a mission-oriented organization, by which we mean that we seek to make the lives of our customers better knowing that their improved efficiency and effectiveness has a direct impact on the security of our world. Likewise, we seek to improve the lives of our employees by creating a workplace in which they can flourish professionally and personally. We are flexible, creative, collaborative, detail oriented, humble, hard workers who practice what we preach. Those attributes in our team members lead to and are rewarded with a fast-paced, never boring, fun loving work environment — whether we are physically or virtually present with one another.

 

Our core values describe us as humans and leaning into them is how we define success.

  • Integrity with accountability
  • Transparency
  • Service drives profits
  • Aggressive innovation
  • Positively impact people


We are actively seeking an ambitiously driven Customer Success Operations Manager. A Customer Success Operations Manager (CSOM) is a results-oriented collaborator overseeing operational responsibilities. Customer Success is about understanding your customers desired outcomes and working with them to ensure their experience adheres to PlexTrac values. The CSOM will lead the team, managing our customers journey through onboarding, nurturing, and retention. The Customer Success Manager collaborates directly with Sales, Marketing and Operations to help build a scalable and united go to market.


Key Responsibilities 

  • Optimize processes and systems to support rapidly evolving and scaling requirements.
  • Serve as a subject matter expert and point of escalation for system and process issues within CS Operations.
  • Perform data analysis with large data sets to gather insights required to make key business decisions, such as retention/churn analysis, product adoption metrics, issue resolution metrics, retention forecasting, account health, NPS, etc.
  • Identify and track leading indicators of renewal/retention; develop and implement mitigation strategies for at-risk accounts based on these indicators.
  • Develop and maintain dashboards to provide near-real-time business intelligence to leadership.
  • Evaluation / selection of enabling technologies and solutions to enhance and optimize team capabilities.
  • Develop prioritization matrices and methods for applying prioritization schemas to workflows.
  • Support leadership in goal setting and performance measurement.
  • Develop optimal coverage models for team capacity which balance efficiency with employee quality-of-life.
  • Forecast and maintain up to date views of team capacity, and compare this to optimal coverage models to determine hiring decisions and candidate areas for efficiency improvements.
  • Partner cross-functionally to support strategic initiatives such as customer-to-product feedback, customer experience, marketingand engagement initiatives.
  • Ensure processes are developed and implemented that support documentation requirements for SOC II.

Preferred Qualifications

  • 2-3 years experience on a data-driven CS Operations team in a SaaS environment.
  • Demonstrated history of CS/CX or Professional Services metrics production for senior leadership.
  • Experience in goal generation, tracking and reporting.
  • Experience managing Jira and Jira Service Management-based ticketing workflows is strongly desired.
  • Experience managing customer record requirements and execution in SalesForce.
  • Self-directed with ability to work independently and drive projects from start to finish in a fast paced environment.
  • Experience architecting new system requirements, business processes and investments.
  • Proven ability to work effectively across corporate functions (e.g. Sales, Product Management, and Development).
  • Experience working with fast-paced remote teams using collaboration tools such as Slack and Zoom.
  • Ability to work in a rapidly expanding and changing environment in an high-growth company.

Benefits

  • Competitive wellness benefits including Medical, Dental, Vision; 100% employer paid for employee only!
  • Flexible work schedule - WFH, WFO
  • Flexible Time Off
  • World Class Culture

 

PlexTrac provides equal employment opportunities to all applicants for employment without regard to race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

Thank You

Your application was submitted successfully.

  • Location
    Boise, Idaho
  • Department
    Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level