About Starburst

We’re on a mission to free our customers to see the invisible and achieve the impossible. We unlock the value of distributed data by making it fast and easy to access, no matter where it lives. With Starburst, teams can lower the total cost of their infrastructure and analytics investments, prevent vendor lock-in, and use the existing tools that work for their business. Today more than 150 leading organizations trust us to make better decisions faster.

Though Starburst has achieved a unicorn status and raised $164M in venture funding from top investors, we were founded in a rather unusual way with customers and revenue from the very beginning! We operate globally in 10 countries and are proud to be named a Best Place to Work. Come join our team of All-Stars! 

About the role

The Customer Success Operations Manager will be a high-impact role, as you help the CS team scale with data, analytics, and technology. You will support the VP of Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

Responsibilities

• Provide operational and analytics support to CS function including CS, Professional Services, and Customer Support
• Establish and run Professional Services systems for insight into resource availability, margin, utilization and and other related delivery metrics
• Own metrics definitions across the Customer Success team, and the associated reporting and dashboards needed by team members.
• Track leading indicators of retention, renewals management, adoption, utilization, and NPS; Provide insight and recommendations based on leading indicators
• Manage renewal and upsell forecast cadence to drive accurate reporting to executives on past results and forecasts. Develop customer experience and customer health dashboards to drive decision-making and key focus areas.
• Direct CS Planning effort including support of annual plan; Owning capacity planning and providing budgeting support
• Partner with various organization across the company including Sales, Product and Finance
• Enable and drive change management as new tools and systems are launched and operationalized.

Requirements

• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Proven work experience in Customer Success Operations, Sales Operations, or relevant experience.
• Experience steering organizations through rapid growth
• Positive mentality and desire to collaborate with others, are team-oriented, and comfortable managing cross-functional projects.
• You thrive in a startup environment, where you’re comfortable navigating conflicting priorities and managing ambiguity in a fast-paced setting.
• Professional writing and communication skills for both customer and executive audiences.

Benefits

At Starburst, we’re constantly striving towards building a place where people come first by creating an environment of transparency, honesty, and respect. We take care of our global workforce by making sure employees enjoy competitive salaries and attractive stock grants, remote-friendly work options, access to quality and affordable insurance, and flexible and generous paid time off to start a family, travel, or just relax! 

Headquartered in Boston MA with offices in Warsaw and London and employees across Europe and the Americas, we are committed to hiring where the talent is.

Starburst 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.

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