Customer Success Strategy & Operations Manager

Envoy Inc.; San Francisco (CA); Hybrid; USD 94,000 - 106,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Strategy & Operations Analyst, where you'll drive business strategies and enhance customer success workflows. This hybrid role requires collaboration with various teams to analyze data, improve processes, and create impactful reports. If you thrive in fast-paced environments and are passionate about helping customers succeed, this position offers a unique opportunity to make a significant impact on workplace experiences. Enjoy a supportive community that values your contributions and fosters your personal and professional growth.

Benefits

Market-competitive salary

Equity for all full-time roles

Excellent benefits

Support for personal and professional growth

Qualifications

• 1-3 years of experience in a highly analytical role.
• Advanced proficiency with Excel and Google Suite.

Responsibilities

• Gather, analyze, and present business and operational data.
• Manage and strategically build out tech stack.

Skills

Analytical skills

Problem-solving skills

Critical thinking

Multitasking

Communication skills

Education

Bachelor's Degree

Tools

Salesforce

Looker

Jira

Excel

Google Suite

Vitally

Job description

Customer Success Strategy & Operations Analyst

About Envoy

Envoy’s workplace platform has redefined how companies welcome visitors, improve the onsite experience, book desks and meeting rooms, manage deliveries, and access accurate and unified workplace data in 16,000 locations around the globe by designing products that solve common workplace problems.

Envoy provides a simple way to manage your complex safety, security, and compliance needs across all your workplace locations—wherever you need to bring people together.

Rely on smart, automated solutions to common workplace problems, like freeing up unused space and eliminating repetitive tasks. Not only does this allow you to make the most efficient use of your space and resources, it frees up your team’s time to focus on the work that matters.

With Envoy’s intuitive technology that employees actually enjoy using, you can create a great workplace experience that fosters community and togetherness by making it easy for teams to coordinate working onsite.

Unlike companies that offer disconnected workplace solutions and disparate (and often imprecise) data sources, Envoy’s platform provides accurate, comprehensive, and unified workplace data so you can make informed business decisions. Envoy’s integrated solutions pull data from multiple sources to ensure that you always have the most accurate data available.

The Envoy CS Operations Analyst role drives business strategies and develops new processes that enable our customer success organization to run effectively and efficiently.

This is a multifaceted role where you will work cross-functionally with our customer success team (support, CSMs, SEs, and renewals managers), data, finance, and product teams to design and execute customer success workflows. We are seeking people with a passion for helping customer-facing teams and who are eager to take on a variety of projects in a fast-paced environment.

This hybrid position requires 4 days a week (Monday-Thursday) in our San Francisco HQ.

You will

Metrics & Reporting

• Gather, analyze, and present business and operational data to inform strategic decisions.
• Partner with CS leadership to develop reports that support day-to-day execution and key initiatives.
• Translate complex data into clear, compelling visual narratives that drive stakeholder understanding and action.
• Build and maintain dashboards in Looker & Salesforce to drive visibility across performance metrics and OKRs.
• Own data hygiene and integrity across CS systems.

Systems Operations

• Manage and strategically build out tech stack, including Salesforce, Vitally, Looker, Jira, and other systems.
• Own quarterly NPS reviews to improve company performance.
• Proactively identify improvements in current workflows and processes that can help improve efficiency and focus on automation and acceleration of the business
• Partner with CS teams to understand and support strategic planning, resource allocation, and account segmentation initiatives.
• Proactively identify, make recommendations, document, and execute on process, efficiency, and productivity improvements across the CS organization.
• Lead documentation and rollout of best practices, process changes, and operational improvements.
• Build structured project plans, drive cross-functional alignments, and communicate progress and outcomes to stakeholders.

You have

• Bachelor’s Degree
• 1-3 years of experience in a highly analytical role or a similar role at a fast-growing company
• Advanced proficiency with Excel and Google Suite
• Experience with Salesforce, Jira, Looker, or other BI tools, and customer success tools like Vitally, Gainsight, etc
• Exceptional critical thinker
• Analytical and problem-solving skills
• Highly proficient in using data to answer business-critical questions
• Ability to multitask
• Comfortable and flexible working in a fast-paced environment
• Experience in SaaS
• SQL experience

Nice to have

• Experience in SaaS
• SQL experience

You are

• Passionate about helping customers achieve stellar results
• An exceptional writer and spoken communicator
• Highly organized & autonomous
• Comfortable and energized operating in a fast-moving organization
• Entrepreneurial and self-motivated
• Consultative with demonstrable experience
• Enthusiastic about learning and growing at Envoy
• Intellectually curious and ambitious

You'll get

• A high degree of trust in your ideas and execution
• An opportunity to partner and collaborate with other talented people
• An inclusive community where you feel welcomed and cared for as a person
• The ability to make an immediate impact in helping customers create a great workplace experience
• Support for your personal and professional growth
  
  This application will only be open for two weeks! Don’t miss your chance—apply now before the deadline closes!

Envoy's compensation package includes a market-competitive salary, equity for all full-time roles, and excellent benefits. If you are located in the San Francisco Bay Area, our expected cash compensation for this role is $94,350K-$106K (Annually). Final offers may vary within the range provided based on experience, expertise, and other factors.

If you have any questions related to compensation, please get in touch with Recruiting after you apply.

#LI-Hybrid

By applying for this position, you acknowledge that you have fully read and understand the job requirements and received the Envoy Privacy Notice for applicants, which is linked here . Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Envoy to process your application. Envoy is an EEO Employer and does not discriminate on the basis of any characteristic protected by local, state or federal law.

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