Customer Success Operations Manager

hace 3 semanas

Madrid, Madrid, España Virtuagym A tiempo completo

Virtuagym is a leading innovator in the digital health and fitness domain, offering a Software as a Service solution and multiple native apps to users worldwide. We are now looking for a skilled Customer Success Operations Manager to join our fast-growing team.

About Virtuagym

As a scale-up, we believe in teamwork, challenging each other, being bold and adventurous, working lean, taking care of each other and sharing success. Our talented staff of 175+ employees are based out of two locations: Amsterdam, NL, and Medellin, CO.

We offer coaching and management solutions for trainers, studios, clubs and corporate wellness, all with the vision to make the world a healthier and happier place.

The Role

This full-time position is remote from Spain, where you will work for our global teams. As our Customer Success Operations Manager, you will be the owner of our CS tech stack and all operational-related workflows/designs. You will act as the face of CS Ops to deliver mutual value for our managers/teams, clients, and our business by focusing on and ensuring an optimized and efficient operation.

You will play a key role in driving efficiency, digitalization, and automatization with the goal to deliver the right value through the right resources. This includes troubleshooting issues, escalating for further fixes, tracking progress, and communicating status to all stakeholders.

Your Key Responsibilities
  • Be the first line of support to leadership and CS who locate CRM/product/data analytics issues;
  • Troubleshoot issues, escalate for further fixes, track progress, and communicate status to all stakeholders;
  • Proactively recommend strategic improvements to our business model and have a strategic alignment with CS management;
  • Perform deep data dives to identify customer experience improvement opportunities and work across departments to put insights into action;
  • Report to Customer Success management and executives on past results, renewals forecast, and trend analysis;
  • Create meaningful insights that can help the CS team, as well as across departments;
  • Create strategies to proactively improve the way how CS is working with a good balance between effort versus value;
  • Build scalable processes to support the Customer Success team in pursuit of customer account retention and expansion;
  • Continuously develop customer engagement processes by determining the timing and content of touchpoints along the customer journey to drive optimal adoption and increase in CLTV.
Requirements

We're looking for someone with strong technical affinity while also enjoying collaborating with people across multiple teams. A Bachelor's or Master's degree in Business or Technical Studies (e.g., Computer Science, Data Science, Business Administration) is required. One year of experience administering a CRM (Salesforce, Hubspot, etc.) is also necessary.

Bonus points if you have working experience with BI tools like Domo, PowerBI, etc. Additionally, a proven track record in improving CS operations teams and being able to work closely with management is highly valued.

What You Will Get

In this exciting role, you'll enjoy:

Salary:$55,000 per year (based on the Spanish cost of living)

Remote Work: Work from home in Spain, close to our office in Amsterdam, the Netherlands

Paid Vacation Days: Enjoy 23 days off per year (based on a full-time contract)

Home Office Setup: We provide your home office set-up and hardware

The Virtuagym Health Program: Access to video-on-demand workouts and meditation through the VG platform and company-wide health & fitness challenges

Work Abroad Opportunities: Work abroad within Europe for up to 12 weeks a year with a maximum of 4 consecutive weeks

On-Demand Coaching: Unlimited access to on-demand coaching with psychologists via chat, phone, or video call through the OpenUp platform

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