About Us
We believe that generosity has the power to create profound change in the world and in the heart of the giver.
With that in mind, it’s our mission to move the needle on global generosity by helping nonprofits better connect with and inspire their givers.
Our Guiding Principles
Build Better: Looking to build audacious ideas to accelerate philanthropy and dismantle the status quo? We hire the best and brightest to reshape and grow generosity. We are endlessly curious and our work is never done.
Be Responsive: Do you believe personal relationships drive generosity? You might be one of us! We listen and personalize. We play the long game. We are nimble and lead with empathy to build better solutions for our customers, team, and partners.
Stay Humble & Enjoy What You Do: We take our work seriously, but we don’t take ourselves too seriously. We lead by serving. No team member is a “big deal”. We lead with humility and understanding, we laugh often and take joy in helping one another. We celebrate each other and believe life is too short not to LOVE what you do.
Grow Together: We are like ants. Each team member is able to lift 100 times their own weight, but we recognize that the sum of our parts is greater than the whole. Collaboration is at the heart of everything we do. We have high expectations for each other but we foster flexibility.
Position Summary
Virtuous is looking for an experienced, highly motivated Customer Success Operations Specialist to join our growing Revenue Operations Team. The position will report to the Revenue Operations Manager. The ideal candidate will have experience analyzing customer data in relation to revenue growth, identifying predictive metrics, working in Gainsight and will be focused on improving processes to improve the customer experience.
As the first Customer Success Operations hire at Virtuous, this role should excite someone who is ready to take ownership of all aspects of customer success operations. And, alongside the Revenue Operations Manager, provide long-term strategic direction of Virtuous customer success initiatives and growth planning. For an ideal candidate to be successful, they will need to be a strategic thinker willing to take ownership over all things customer success operations, such as: process optimization, tech stack admin, reporting/dashboarding, and identify key metrics customer success teams can use to identify upsell opportunities and increase net revenue retention.
- Implement and serve as Gainsight administrator for the Customer Success team
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Collaborate with team leads to create/maintain playbooks for each of the 5 primary customer success teams (Onboarding Success, Data Migration, Training, Support, Account Management)
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Own the development of standardized metrics and reporting across customer success. Share insights with leadership that will help drive the CS team forward.
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Implement scalable processes to streamline sales to customer success handoff and the onboarding process
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Determine additional data points to be highlighted to optimize the account management team
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Create and manage reports/dashboards that will provide a centralized location of insights for the various teams within customer success
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Identify and communicate trends in customer data to better identify at risk customers and areas of opportunity
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Manage HubSpot workflows, data integration and additional Customer Success tech stack
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Provide general operational support to customer success as needed
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Think outside the box and identify opportunities along the way
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4+ years of in customer success operations and/or data analysis experience
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Gainsight experience is required
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HubSpot experience required
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Experience working cross functionally across teams with a wide range of requirements
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Strategic thinker with a desire to own the customer success operations function
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Ability to manage multiple projects simultaneously with keen attention to details, familiarity with project management tools such as Asana
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Strong interpersonal, communication and organizational skills
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Startup environment/SaaS experience preferred
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Independent, self-starter who thrives in a fast pace environment
What We Offer
- 401k with match
- Unlimited PTO
- Paid volunteer time
- Medical/Dental/Vision BenefitsDependents are also eligible for coverage
- HSA/FSA offerings
- OneMedical, Talkspace, & Teladoc Memberships
- Fun company outings and events