Senior Customer Success Operations Analyst

WHO WE ARE

SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.

Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.

For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.

SUMMARY

As SQUIRE’s GTM Operations Senior CS Operations Analyst, you will be responsible for implementing and managing programs that enhance the effectiveness of the Customer Success, Onboarding and Support Teams. You will work closely with internal stakeholders to ensure that our post-sales strategies align with our business objectives and drive substantial value for our customers. Your goal will be to increase customer satisfaction, retention and expansion through optimized operations and strategic program management. 

REPORTS TO

Manager, Customer Success Operations

JOB DUTIES AND RESPONSIBILITIES

• Develop and implement Customer Success programs (including support delivery) that support the customer lifecycle and ensure customer goals are met
• Collaborate with cross-functional teams, including Sales, Marketing, Product, and Support to enhance the entire customer experience
• Define and track key metrics to measure the effectiveness of Customer Success initiatives and make data-driven recommendations for improvement
• Configure, optimize, and manage systems to increase efficiency of post-sales teams that contribute to company goals and objectives
• Manage customer feedback processes to ensure customer insights are integrated into product and service development
• Lead change management initiatives to ensure smooth adoption of new processes and technologies with the key stakeholders
• Partner with the GTM Enablement team to design training programs for Onboarding, Customer Success, Growth, and Customer Support to provide effective change management with processes and systems improvements




The duties and responsibilities outlined above are not a comprehensive list, and additional tasks may be assigned from time to time based on business needs.

REQUIREMENTS AND QUALIFICATIONS

• 3+ years of experience in customer success operations or a related field, or in a consulting role, preferably in the SaaS or FinTech industry
• Database and data connection experience, SOQL/SQL understanding
• Strong technical skills and proficiency in multiple CRM systems (ServiceCloud, Zendesk, Dialpad, 8x8, Kustomer, Slack, Delighted) and CSP (Churn Zero, Gainsight), work management tools (Asana, Wrike), and data connection tools (Zapier, Workato)
• Advanced level and/or other Salesforce certifications required
• Strong analytical skills with an ability to translate data into actionable insights
• Proactively analyze, recommend improvements, and communicate the efficiency and effectiveness of CS operations to CS leadership
• Exceptional communication, project management, collaboration, and influencing skills with the ability to influence and persuade stakeholders of a point of view and prepare thoroughly for critical questions
• Ongoing communication, enablement, and governance of existing and new processes impacting CS organization, customers, and cross-functional partners (Sales, Product, Marketing)

WHAT WE OFFER

• Base Salary ($105,000 - $115,000)
• New hire stock grant
• 100% employer paid medical, dental, and vision insurance for you and your dependents
• 401K plan with company contribution
• Generous PTO and Parental Leave policies

Interview Accommodations

SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to [email protected] and someone on our team will respond to your request.

EEO Provision

SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Pay Transparency Nondiscrimination Provision

SQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

E-Verify Participation

SQUIRE participates in E-Verify. Learn more about E-verify here.