Customer Success Operations Manager/Analyst

WHO WE ARE

SQUIRE is the world’s leading and fastest-growing software technology platform for barbershops, a hundred-billion-dollar global industry. We provide a one-stop solution that helps small business entrepreneurs run and grow their businesses. 

SQUIRE is also the premiere booking engine that connects people with great barbers nationwide. We make it easy to discover and book the best barbers wherever you are, in just a few taps.

With headquarters in New York and a presence in major cities in the United States, and the U.K., SQUIRE has quickly become a market leader in technology solutions for the barbershop industry.

SQUIRE is currently a Series D company and has raised over $165M to date.

For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.

SUMMARY

The Customer Success Operations Manager/Analyst owns the end-to-end design, development, and rollout of post-sales workflows, automation, reporting, and dashboards to support the Customer Success and Operations team at SQUIRE. This individual partners with internal stakeholders to optimize and design systems, utilizing a deep understanding of the customer journey to ensure the best experience and outcomes for our customers.

This position is 100% remote & can be located anywhere in the U.S. 

REPORTS TO

Director, Revenue Operations

JOB DUTIES AND RESPONSIBILITIES

• Configure post-sales systems to maximize their efficiency throughout the organization and throughout the customer journey
• Handle advanced systems administrative functions, including automation, workflows, and process development
• Implement technical solutions that align with a tool’s best practices; optimize existing setup and processes to better support the business
• Create and maintain complex custom reporting and dashboards, including delivery of key performance metrics for cross-functional stakeholders at SQUIRE
• Architect seamless integrations between Salesforce and other tools utilized by post-sales teams
• Define, document, and develop a roadmap to support a scaling business
• Monitor system usage and triage technical errors as needed
• Manage and execute all post-sales system configuration changes without impacting cross-functional team members’ abilities to use needed systems
• Evaluate new technologies and identify opportunities to improve existing systems and processes
• Improve data quality throughout post-sales systems and develop processes to drive improved data quality throughout the customer lifecycle

The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs. 

REQUIREMENTS AND QUALIFICATIONS

• 4+ years of experience in a customer-facing operational role, with mastery-level experience in:
  • Salesforce reporting and dashboards
  • Customer Success system administration, such as ChurnZero or Gainsight
• Experience with integration and migration projects
• Previous experience with a SaaS solutions and/or B2B/B2C software company
• Ability to work with non-technical business leaders to translate their needs into a scalable solution
• Exceptional communication, collaboration, and influencing skills
• Strong influencing and leadership skills with the ability to build strong stakeholder relationships
• Self-driven with the ability to navigate ambiguous situations, shifting demands, and change
• Ability to influence cross-functional partners to successfully complete deliverables on time
• Tableau dashboards (nice to have)
• Salesforce Certified Administrator or Salesforce Certified Technical Architect (nice to have)

WHAT WE OFFER

• Salary range of $80,000 - $110,000
• New hire stock grant
• 100% employer paid medical/dental/vision insurance for you and your dependents
• 401K plan with company contribution
• Generous PTO and Parental Leave policies

SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.