InVision is the world’s leading design collaboration platform.

We enable companies of all sizes to discover the power of design-driven product development. That’s why over two million designers, product managers, marketers and other stakeholders at so many of the world's most loved startups, agencies, & corporations use InVision every day, including Uber, Evernote, Twitter, Adobe, Salesforce and many more.

We’re well-funded and venture-backed by prominent investors including FirstMark Capital, Tiger Global Management, Accel Partners and ICONIQ Capital.

InVision’s Customer Success team is responsible for helping our customers improve their design and development practices and ensuring they get maximum value from our platform. We are responsible for customer onboarding, adoption, renewal, and expansion.

We're looking for a Customer Success Strategy & Operations Manager who will develop and manage programs that increase the productivity and effectiveness of the Customer Success organization. This includes everything from leveraging analytics to build better prioritization & predictive models to developing playbooks and best practices to creating 1:many engagement programs like webinar series to scalably improve education and adoption.

Responsibilities:

• Partner with cross-functional leaders to develop and operationalize strategies to reduce churn, drive up-sell, and executive engagement across InVision’s Enterprise accounts
• Create programs to improve team performance, customer satisfaction, operational efficiency, and management visibility
• Lead data analysis and management of operational metrics for the customer success team
• Develop and refine operational dashboards for customer success in partnership with Sales Operations
• Lead capacity and headcount planning to ensure we have adequate coverage to meet team goals & quotas.
• Own and continuously improve processes, documentation and training materials to increase CSM productivity and reduce ramp time for new hires
• Build and manage the process for capturing and synthesizing product feedback and effectively communicating it to product owners in a way that positively influences product decisions
• Develop and manage 1:many CSM programs (e.g webinars, in-app messages, events) that improve adoption, engagement, expansion, or executive involvement at scale
• Manage customer feedback programs including NPS and CSM satisfaction surveys & ensure follow up with customers
• Work with analytics to develop predictive models (e.g. health score, up-sell score) to improve team productivity & also to identify data driven insights for customers
• Proactively identify process improvements and automation opportunities to help the team scale

Qualifications:

• Strong analytical skills and experience building models and working with data
• Excellent project management skills and ability to work effectively x-functionally
• Experience building and rolling out new programs
• Focus on results and relentless drive to get things done
• 4+ years of business experience in Sales or Success Operations, Strategy, BizOps, or Analytics role within a B2B (ideally SaaS) company or in management consulting

Benefits:

InVision offers an incredibly unique work environment. The company employs a diverse team all over the world. In the United States we have teams including hubs in New York, San Francisco, Austin, Portland, and Boston. Each InVision team member is given the freedom and tools to do their best work from wherever they choose. Among our benefits we offer competitive health plans, 401k, a flexible vacation policy, unlimited Starbucks cards for each employee, and unlimited books related to your profession.

InVision is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.