Customer Success Operations

Customer Success Operations 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 1300 companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io http://Incident.io run their support and customer success workflows with Pylon. You'll also find us on the Enterprise Tech 30 List https://www.enterprisetech30.com/. 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 Our perks 🏥 Fully covered medical, dental, and vision insurance for employees 🏦 401(k) retirement plan 🚆 Commuter benefits 🌱 Parental leave 🏝️ 14 company holidays + unlimited PTO 🗺️ Annual offsite 🍽 Lunch, dinner, and snacks at the office 🏋️ Fitness stipend More about Pylon Funding: Series B led by a16z and BCV ($51M total raised) Founders: Advith Chelikani https://www.linkedin.com/in/advith/, Robert Eng https://www.linkedin.com/in/robert-eng/, and Marty Kausas https://www.linkedin.com/in/martykausas Team: Currently 90 and growing!