Customer Success Operations Manager

BrightBytes - San Francisco, CA - Full time

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About BrightBytes

BrightBytes, a mission-driven organization, is the world’s leading provider of research analytics to K-12 Schools. BrightBytes was founded by educators working closely with industry experts who care deeply about learning in the 21st century.

The organization’s flagship product Clarity, an award-winning SaaS platform, hosts nearly a dozen different solutions. Clarity improves learning for millions of students globally by giving educational leaders the learning analytics they need to make faster, better decisions in schools. There is a reason why BrightBytes, a fast-growing educational research and analytics organization, counts one in five U.S. schools as customers, has a 98% customer renewal rate, and more than twenty industry awards; it’s because its modules really do improve the way the world learns.

The combination of Silicon Valley technologists, an Emmy Award-winning designer, acclaimed statistical researchers, data scientists, and lifelong education practitioners makes up a team of individuals that bring incredible depth in a wide range of fields combined with a passion for education. BrightBytes hires mission-driven individuals who are eager to apply their educational expertise in a fast-paced, fun, entrepreneurial environment that delivers the tools that educators need to improve the success of all students.

Primary Responsibilities

- Partner with the Chief Client Services Officer and the Customer Success team to implement the customer success strategy

- Own and evolve the customer data and segmentation, the account health framework and risk-management process and playbook

- Manage and monitor the customer success operational and leadership dashboards to monitor changes in customer health and renewal forecasts. Produce weekly, monthly and quarterly reports and insights to drive effective data-based operating and strategic decisions

- Establish and drive follow-through of customer feedback loops to incorporate the voice of the customer into operations and strategic decisions at all levels

- Collaborate on strategic cross-functional projects with Marketing, Sales, Product Management, Finance and other internal departments e.g. establishment of processes that support new product operations

- Own and evolve the systems and processes to enable ease of success of the team that makes our BrightBytes customers successful

Ideal Candidate

- Passionate harnessing the power of technology both in education and in customer engagement operations

- Strong interpersonal, project management and communication skills with a team-first attitude – excited to work collaboratively across departments to drive multi-stakeholder projects across the finish line in a fast-paced, constantly evolving environment

- Analytical data-driven operator, with the customer at the center of all efforts

- Embodies the BrightBytes values: Mission-driven, Passionate, Collaborative, Leader, Owner, Curious, Smart

Preferred Qualifications

- 2-4 years of experience in education technology industry in an operating capacity

- Experience using and developing metrics and subsequently reports and dashboards in SalesForce

- Is familiar with and ideally, a proficient user of, sales and marketing automation systems: Marketo

- Customer facing experience is a plus

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Role

Operations

Experience Level

Mid Level

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