Customer Operations Manager (Gainsight Admin) (m/f/d) - Remote

Sastrify supports Tech, Finance and Procurement teams in buying and renewing SaaS subscriptions. In this way, they can focus on what matters while Sastrify saves their time and money by applying best practices in SaaS buying with the help of a dedicated procurement team that benefits from a large database of benchmarks.

Join us on our new adventure to reshape the software-as-a-service industry!

You want to work with the most rising stars in the startup scene such as Gorillas, Westwing or Scalable Capital? You want to be part of a fast-paced Series A startup? Then join our global remote team with almost 100 Sastronauts from all over the world!

As our Customer Operations Manager (Gainsight Admin) (m/f/d) you will play a key role in shaping our rapidly growing Operations teams, with a focus on Customer Success and Procurement teams. We are looking for someone to support the various teams in their efforts to guide the customer through their entire Customer lifecycle, from onboarding through renewals. As a Customer Operations manager you should be organized and be able to work on long term projects as well as daily requests requiring quick turnaround. This role requires heavy cross functional team collaboration to support the broader Customer First goals.

What you’ll do as our Customer Operations Manager (Gainsight Admin) (m/f/d)

• Support, maintain, configure and help administer Gainsight for the Customer Success team and partner with Operations to ensure tooling is optimized for Gainsight
  
• Work cross functionally and provide operational direction and execution to help the Customer operations, Customer Success and Procurement teams run more efficiently and make data-driven decisions
• Monitor new customers signed: tracking new client handover process, CSM assignment, and CRM enrichment processes
• Constant development of churn prediction, advocacy / upsell/cross-sell opportunities identification by regularly gathering insights and best practices from CSM
• Design guides and playbooks for CSM to address potential churn, early at-risk renewals, negative feedback, low adoption, and engagement, etc
• Continuous development of Customer Engagement Processes by determining the timing and content of touchpoints for CSMs along the customer journey to drive optimal adoption and high NPS
• Manage Customer Feedback gathering, and coordinating feedback gathering through the customer journey and CSM touchpoints

Requirements

• You have excellent reporting and analytical skills; 2-4+ years of experience in an operational analytics/reporting role with a focus on Customer Success
• You have experience with Gainsight (NXT administrator certification mandatory), especially process automation
• You have knowledge of building integrations on Gainsight with Hubspot, Freshdesk, Retool, Metabase is a big plus.
• You possess strong Google sheets and/or excel skills, Tableau or other BI reporting strongly desired
• You are able to demonstrate the ability to collect and assess data as well as be able to present it in an actionable and insightful way
• You have the ability to work cross functionally in a rapidly changing environment
• You have excellent organizational skills - role will be expected to work on multiple projects concurrently with varying priority
• You have outstanding written and oral ability in English
• You thrive working remotely (we don't have an office)

Benefits

• Build strong technical and market expertise in high-growing SaaS market
• Full responsibility from day one
• Work with our amazing international team (we have Sastronauts from 20+ different countries!)
• Monthly virtual team events & team - and company retreats
• 30 vacation days
• Learning budget
• State of the art equipment (also for your home-office)
• Fully remote (you can work from anywhere)