Customer Success Operations Manager

Hello, we are Atlan! 👋

A home for data teams around the world. 🏠 Atlan makes it easier for diverse data users – business users, product managers, analysts, and engineers – to collaborate effectively. (Think of what Salesforce is for sales teams or GitHub for engineering teams). (Check out our website, product tour, and docs.)

Built for the humans of data, by the humans of data

At Atlan, we started as a data team ourselves tackling problems like national healthcare and poverty alleviation with data science. (Check out our TEDx talk and case studies.)

The problem: After working on 200+ data projects, we learned how tough it was to scale data teams. Data teams are one of the most interdisciplinary teams ever created. They're made up of analysts, data scientists, engineers, business users – diverse people with their own tooling preferences, skill sets, and "DNA" that need to come together. This leads to collaboration chaos.

We were awoken with crisis calls every second day for the minutest of issues — from troubleshooting why a number on a dashboard was incorrect to difficulties in getting access to the right data set! Atlan started with us building tools to make our own data team more agile.

These tools made our team 6x more agile, helping us take on amazing projects like building India's National Data Platform used by India's Prime Minister. The best part — this was built by an eight-member team, the fastest project of its kind to go live, in a record twelve months instead of the projected three years.

💡 We asked, could the tooling we built for ourselves help data teams around the world? That's how Atlan was born. We're on a mission to help data teams around the world do their lives' best work.

Read our co-founder Prukalpa's article on the half-a-decade backstory that drives everything we do at Atlan and our journey of failing three times before we figured out the real solution.

🚀 We're growing fast

In the last few months, we have onboarded some dream customers, started working with some amazing partners, and watched as our team spread across 10+ countries.

Atlan was named a Gartner Cool Vendor in DataOps, one of the top three companies globally (and one of the fastest companies to make the list 🌏). We were also named in Gartner’s inaugural Market Guide for Active Metadata and as a Top 5 Global Innovator in DataOps by IDC.

We're backed by top investors (like Insight Partners, Salesforce Ventures, Sequoia, and Waterbridge) and the shapers of the modern data stack (including the founders and CEOs of Snowflake, Looker, Stitch, and DataRobot) as our early investors. 🏅

Watch this three-minute video of our journey so far and where we're going (in conversation with Sequoia Capital).

We build with all our ❤️

We believe that data teams deserve fundamentally better software experiences. Data is chaos, but that doesn't mean that work should be! 🌟

Love what Superhuman, Slack, Notion, Quip, and Figma have done for the modern workplace? Come build the future for data teams with Atlan!

What will you do? 🤔

• As a key member of the Go-To-Market operations team, your chief responsibility will be to use data and tools to improve our post-sales journey and the performance of our customer success and support teams.
• In this role, you'll work closely with customer success managers and related roles to design, implement, and continuously improve processes and metrics tracking to ensure scalability and efficiency as the company grows
• You will also be collaborating cross-functionally with Product Analytics, Sales and Marketing Operations, and Engineering.
• You will be responsible for capturing, analysing, and acting on data, identifying potential areas of improvement and proactively providing actionable insights.
• You will also support business leaders in understanding and leveraging data by creating visualisations and data maps to communicate data and metrics effectively.
• You will manage and optimize our customer experience tech stack and provide day-to-day operational support, ensuring the customer experience team can focus on delivering value to customers

What makes you a match? 😍

• You should possess prior experience as an Operations, Business, Data, or Strategy Analyst supporting business functions with tooling, data, and insights.
• You should have the ability to break down ambiguous problems into manageable components and think through optimal solutions.
• Moreover, you should be a builder! Someone who enjoys "getting your hands dirty" by digging into complex operations and taking a high degree of ownership over your work.
• You are a proactive problem solver with a passion for process improvement and efficiency.
• Experience with Customer Success Management systems (e.g., Vitally, Gainsight, Salesforce, Zendesk, etc.)
• Experience creating visualisations & dashboards to share data stories.
• Experience in a startup environment is a plus.