Manager, Customer Success Operations

| Greater Boston Area

Overview:

As Manager of Customer Success Operations at PlacePass, you will be responsible for the performance of our small but mighty Customer Success organization. You will come to us with a passion for, and strong track record of, working cross-functionally at senior levels to develop data-driven processes and insights that measurably improve performance in a complex fast-growing environment, while also having the tools, knowledge, and enthusiasm for rolling up your sleeves and tackling the financial, operational, and managerial aspects of Customer Success at PlacePass. 

Our Customer Success team is rooted in a customer-first mentality that translates into delivering exceptional experiences to the many travelers across the globe who are booking tours, activities, and live events on our websites. As the leader of the CS organization, you will champion and expand upon this culture. 

What You'll Do:

  • Establish quarterly Customer Success KPIs with the PlacePass Executive Team and align resources and policies accordingly to meet business objectives
  • Manage and motivate our team of high-performing Customer Success Associates
  • Oversee relationships with external CS stakeholders/providers
  • Leverage quantitative and qualitative data to actively monitor CS performance, building and monitoring dashboards for the CS team and other stakeholders 
  • Own the technical administration and day-to-day management of all tools in our Customer Success tech stack
  • Interface with Product Management, Engineering, and Finance/Operations team members to surface Customer Success requirements and collaborate cross-functionally to drive solutions
  • Create user-friendly documentation of solutions and processes that can be easily referenced by the Customer Success team
  • Stay close to the front lines by helping the team handle CS tickets

Qualifications:

  • 5+ years experience in a CS Operations role (direct-to-consumer orientation preferred)
  • Prior experience managing teams
  • Strong business acumen, P&L ownership over a business line preferred
  • Extensive experience implementing and administering Zendesk
  • Ability to learn new tools and systems very quickly
  • Excellent organization skills; experience creating and maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues 
  • Strong communication skills; experience working with a variety of stakeholders including executives, direct reports, and external customers
  • Team player who is also able to work well independently
  • Passion for Customer Success

You’ll Get to:

  • Join a fast-growing travel company early, make a difference, and enjoy the ride
  • Challenge yourself and take your career to the next level
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Technology we use

  • Engineering
  • Product
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Location

Located in the heart of Downtown Crossing! Steps away from South Station, great eats, and fun spots!

What are PlacePass Perks + Benefits

PlacePass Benefits Overview

We are proud to offer our employees a list of some of the greatest benefits offered in the start up community. We continue to recruit and invest in the best people we can find!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Culture and fun committees, to name a few.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Yes!
Vision Benefits
Yes!
Health Insurance Benefits
Yes!
Onsite Gym
Yes!
Retirement & Stock Options Benefits
401(K)
Yes!
Company Equity
Yes!
Performance Bonus
Yes!
Child Care & Parental Leave Benefits
Generous Parental Leave
Yes!
Flexible Work Schedule
Yes!
Family Medical Leave
Yes!
Vacation & Time Off Benefits
Unlimited Vacation Policy
Yes!
Generous PTO
Yes!
Paid Volunteer Time
Yes!
Sabbatical
Yes!
Paid Holidays
Yes!
Paid Sick Days
Yes!
Perks & Discounts
Beer on Tap
Yes!
Casual Dress
Yes!
Company Outings
Yes!
Game Room
Yes!
Stocked Kitchen
Yes!
Some Meals Provided
Yes!
Happy Hours
Yes!
Recreational Clubs
Yes!
Relocation Assistance
Yes!
Fitness Subsidies
Yes!
Professional Development Benefits
Job Training & Conferences
Yes!
Tuition Reimbursement
Yes!
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