Customer Success Operations Manager / Gainsight Admin (m/f/d)

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Are you looking for your next challenge? Do you want a job that’s exciting with a team that loves what they do? Then we may have just the thing...

At Doodle, we’re the kind of people who wake up every morning passionate about what we do. That’s what we’re looking for in our new Doodlers. You’ll be brimming with new ideas, driven by curiosity and don’t flinch at the thought of experimenting - even if the test fails. You’re someone who challenges the status quo and enjoys pushing yourself and others to reimagine, optimize and innovate.

Who Are We?

Doodle is the world’s leading scheduling platform, helping millions of people instantly set meetings with clients, colleagues and teams. Tapping into the unique nature of smart scheduling with AI, Doodle simplifies the planning of 1:1 and group meetings for busy professionals. As the world's most trusted online scheduling platform, Doodle attracts more than 25 million monthly active users.

Now’s your chance to join 100+ ambitious engineers, designers, product managers, marketers and salespeople on a mission to make great meetings happen. Be a part of a global team headquartered in Zurich, with offices in Atlanta, Belgrade and Berlin.

Who We’re Looking For

A hands on team player with an analytical mindset and a positive attitude to join our growing Customer Success team. You will serve as the lead Gainsight administrator responsible for optimizing architecture and configuration of Doodle's Gainsight instance. You will work closely with the Director of CS to execute and refine best practices via systems, data analysis, reporting, and process improvement. Your work will have a great impact by determining what actions makes our customers successful and implementing automated workflows that drive adoption, expansion, and renewal.

Ideally, You Are

  • A professional with 3+ years Customer Success Operations in a SaaS organization
  • Certified as a Gainsight Admin with 1+ years serving in that role
  • Strong understanding of Rules Engine, Journey Orchestrator, Custom Objects and Customer Health design
  • Adept in blending data from multiple systems to create comprehensive, holistic views, and to translate complex data into consumable insights appropriate to the target audience
  • Experienced in Project Management
  • Passionate about designing processes that scale
  • Responsible for monitoring system performance, data integrity and usage metrics
  • Collaborate with internal stakeholders to implement implement workflows and processes to support the Customer Success organization
  • Proficient at lean process mapping
  • Strongly attentive to accuracy, clarity and detail
  • A clear communicator with a warm and professional presence
  • Great at building relationships cross-functionally with a strong sense of urgency and a can-do positive attitude


What the Role Involves

Responsibilities:

Own all data and analytics related to the customer including but not limited to segmentation, renewal forecasting, customer health scores, adoption, retention rates, customer journey mapping, churn rates, NPS, and other customer surveys.

Data

  • Reporting: Report to executives and the board on past results and renewals and upsell forecasts, e.g. through dashboards and presentations
  • Analysis: Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not

Processes

  • Customer Lifecycle: Help execute the strategy in Gainsight for the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption, CSAT and expansion
  • External Communications: Coordinate with 1:Many Communications lead (within CSM team) to synchronize email outreaches with CSM touch points
  • Risk Management: Examine data to detect early signals of at-risk renewals, help implement playbooks for CSMs to address them, and provide path to escalation via Gainsight
  • Opportunity Management: Identify top candidates for upsell
  • Cross-Functional Coordination: Help create cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to: • Relay customer feedback to the Product team • Align with the Support team on resolution of major cases and report bugs to the Engineering team

People

  • Team Structure: Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs
  • Compensation: Help determine the metrics on which bonuses are based, and define targets for those metrics
  • Enablement: Provide materials and data that help CSMs work more effectively

Systems

  • Systems: Help coordinate multiple softwares that facilitates CSM Ops activities

What’s Awesome About Working at Doodle?

  • Top talent deserves a competitive salary.
  • We’re a team that cares about each other. We think we work best when we work together, so you’ll always feel included.
  • Diversity is what makes us successful. We all have different strengths and push each other to try new things, innovate and deliver impactful results for the business.
  • Your personal development matters and we mean it. Every Doodler gets a yearly budget to use for anything that promotes your continuous learning (be it an industry conference, language classes, leadership training, or anything else).
  • Your well-being matters to us. Access thousands of beneficial meditation tools with your free Headspace account.
  • Get together with the entire team of Doodlers (from all offices) to connect, bond, play games and unwind at the annual international retreat.
  • Travel to (and spend time with other Doodlers) in some of our lovely offices worldwide.
  • Take advantage of our ‘work from anywhere’ policy.
  • Enjoy complimentary Doodle Premium memberships for you, your friends and your family.
  • Free snacks and fruit in all our office locations.


Hiring Journey

  • Applicant initial validation
  • On-demand video interview to tell us more about your motivations and personality
  • Video interview with Rachel, our Director of Customer Success
  • Interview with team members and stakeholders 
  • Case Study
  • Offer

So, Get in Touch!

At Doodle, we’re committed to providing an environment of mutual trust and respect, where equal employment opportunities (EEO) are available to all applicants and teammates without regard to age, race, color, disability, religion, gender and sexual orientation. Diversity and inclusion are of utmost importance to us. We’re committed to building a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work and our products will be. We want to hear from you, so please don’t hesitate to apply!

 

Or, know someone who would be a perfect fit? Let them know!

10007 New York Directions recruit@doodle.com

Perks & Benefits

Like what you've been reading so far? Here's a little peak at some of the extras...

  • Personal development

    Commitment (and budget) for further education and development. We want to make sure you're always learning something new.

  • Office life

    Friendly, talented coworkers and a fun office environment. Weekly game nights and plenty of time to hang out together. Just ask us!

  • Travel

    Exciting interoffice travel possibilities (Berlin, Zurich, Belgrade, and the USA). Visiting other Doodlers is encouraged. Even without a specific reason :)

  • Fuel

    Mate, soda, coffee, and fresh fruit. All the good things that keep a tech company running full steam.

Team & Culture

We're a tight-knit team of 100+(or so) spread out over four different countries. We’ve got our home-base in Zurich and awesome offices in Berlin, Belgrade, Atlanta, and NYC. 

We’re not a huge company so our team structure enables us to quickly implement new ideas before they get stale on the corporate ladder. Everyone here is encouraged to contribute or experiment, and if we’re in agreement about a new decision we go for it.

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