Customer Success Operations Manager at Red Canary

| Greater Denver Area
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Why You Matter
We are looking for a structured and highly collaborative individual to join our Revenue Operations team as a Customer Success Operations Manager. You will own the Customer Success Manager workflows, data structure, tools and help support the team as they work to expand, retain and support our customer base by being their security ally. The Customer Success Operations Manager reports to the Director of Revenue Operations and works closely with our customer success, support, and incident handling teams. Through your persistence, determination, and creativity, you will help accomplish Red Canary’s mission to make security better for businesses of all sizes.
Who You Are
A results-driven, structured and organized yet approachable individual who loves problem solving and collaborating with other teams. You have an eye for finding gaps and inefficiencies in workflows and processes, and have the knowledge and experience to fix and solve for those gaps, while leaning on other team members for their knowledge. You have the ability to recognize the 30,000ft view of our customer success programs, while being able to live in the details to help our individual Customer Success Managers be as successful as they can. 
To note: We are remote at the moment, but we prefer candidates who can be in the Denver office.

What You'll Do

  • Work with Managers and the VP of Customer Care to create, maintain and implement support playbooks, including internal process playbooks and customer business review playbooks
  • Operationalize and implement Customer Success Manager workflows and processes that effectively and efficiently improve their support for their customers
  • Create, support, maintain and implement customer segmentation, customer journeys and other foundational programs that will be inputs to future process and playbook improvements
  • Drive accurate renewal and expansion forecasting within the teams, and help data consumers understand and action on their data
  • Provide project leadership and management when appropriate, specific to tool implementations, major project deployments and operational changes
  • Administor specific customer success-owned tools like ChurnZero or Gainsight, including making basic updates to configuration, provision users and general data and integration maintenance
  • Work with enablement or as an individual to train Customer Success Managers on process, tool and playbook updates
  • Spearhead and implement a customer-facing training program with content and training modules with certifications 

Required Qualifications

  • Past experience in operations for a complex SaaS renewal and expansion customer success team required 

Preferred Qualifications

  • Cyber security, MDR experience or high-tech operations experience preferred
  • Experience with an Agile/Scrum work and iteration framework
  • Minimum of 3-years of experience working in a customer success operations role
  • Experience working as a Customer Success Manager for a SaaS technology company, with subscription-based product models
  • Experience forecasting renewals and expansions, including tooling and operations workflows, especially with Salesforce CPQ

Preferred Tool Experience

  • Salesforce & Salesforce CPQ
  • ChurnZero and/or Gainsight
  • Tableau / Domo / Alteryx data visualization platforms
  • Slack (specifically integrations)

Additional benefits of working at Red Canary include:

  • Exceptional healthcare and dental coverage including fully paid premiums
  • Flexible time off and leave benefits
  • 401k and flex-spending accounts
  • Fitness and phone discretionary stipends

Why Red Canary
At Red Canary we are on a mission to improve information security—not just for our customers, but for the entire security community. We do this every day by empowering security teams to quickly identify and shut down attacks that have bypassed traditional security technology. Through our unique combination of MDR software and 24x7 expert threat investigation services, Red Canary is an extension of our customer’s security team, we are their security ally.
Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • jQueryLibraries
    • Twitter BootstrapLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

We are in the heart of Downtown Denver one block from Union Station. We provide an RTD pass and you have access to 100's of restaurants and events.

An Insider's view of Red Canary

What's something quirky about your company?

There’s a thing we do at Red Canary called BEASTMODE. On a quarterly basis, everyone comes to Denver and we spend three intense days together.The reason it’s called BEASTMODE is that in the very early days of the company, we’d spend endless hours in a single room, fueled by ample amounts of caffeine, building a company of which we could be proud.

Dave

Director, Customer Success

What projects are you most excited about?

The Cyber Incident Response Team (CIRT) reached the milestone of 10,000 spec/unit tests to validate our detection logic, an indicator of how diligently we maintain our detectors. Continued validation that everything is working as anticipated is key to ensuring a successful security program.

Joe

VP, Customer Security Operations

What makes someone successful on your team?

Providing such an exceptional level of support and care that our customers renew and expand their commitment to partnering with us. I hope that the Red Canary level of post-sale support becomes the model our competitors and partners are chasing.

Stacie

VP, Customer Care

How do you empower your team to be more creative?

As we continue to grow and add specialized focus across digital media, video, and an even more robust content program, I want the team to be able to take all the great insights and educational pieces and recommendations and make it easy for people to find them, understand them, and implement them. To be able to use what we’re doing in marketing in

Brianne

Director, Marketing

What’s the vibe like in the office?

I am most proud of the fact that the culture of the team has not only stayed in tact, but has matured and elevated, despite the rapid growth. Senior team members constantly go out of their way to ensure that new CSEs are welcomed, growing, and set up for success. Success is rooted in team dynamics and culture.

Robbie

Director, Customer Solutions Engineering

What are Red Canary Perks + Benefits

Diversity
Documented equal pay policy
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of parental leave for new parents.
Vacation & Time Off Benefits
Generous PTO
Red Canary offers Flexible Time Off for vacation time as well as sick time and other leave benefits.
Paid Holidays
Paid Sick Days
Employees receive 80 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Fitness Subsidies
Professional Development Benefits
Lunch and learns
We host a chalk talk every Friday afternoon
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

Colorado Athletic Club membership / fitness budget. Mobile phone stipend. Discretionary budget. Quarterly all company meetings where we bring in all of our remote team members to build camaraderie, align and learn.

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