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Revenue Operations Specialist - Customer Success (m/f/d)

Hybrid
  • Sofia, Sofia (stolitsa), Bulgaria
Sales

Job description

Chaos is the world’s largest 3D visualization software company, and for over 20 years has empowered artists, designers, and architects to visualize anything they can imagine. Chaos offers intuitive and powerful workflows for creatives across the entire design spectrum, including architecture, engineering, construction, product design, manufacturing, and media and entertainment. Research and development at Chaos is leading the way towards a truly comprehensive end-to-end visualization ecosystem to meet the evolving needs of existing and new customers. In 2022 Chaos merged with Enscape and acquired Cylindo. For more information, visit chaos.com, enscape3d.com, and cylindo.com.

Revenue Operations Specialist - Customer Success


***This position is based in Sofia, Bulgaria with hybrid working options. Applicants must have a work/residence permit for the respective location.***


Main Responsibilities:

Revenue Accountability:

  • Target Setting: Work with the CCO (Chief Customer Officer) to define targets and key KPIs for the CS team, individual teams and individuals to enable fulfillment of company-level revenue objectives

  • Incentives: Assist in defining and operationalizing incentive plans for teams and team members to align with individual and team targets, fostering a culture of performance and revenue growth.

  • Portfolio Management: Help define and manage the portfolio assignment process for low-touch, mid-touch, and high-touch accounts, aligning with revenue goals and customer success strategies.

Analytics and Insights:

  • Setup of KPIs and reporting framework: serve as SPOC for the central Data Analytics team into the CS team with regards to data requests. Work with the central Data Analytics team to build reliable and insightful reports to demonstrate the impact of CS team’s efforts and progress against company and team goals

  • Ad-hoc analysis: Conduct independently and/or partner with the Data Analytics team to conduct standing and special analyses for customer success leadership team and key stakeholders, enabling informed decision-making.

  • Research, interpret and recommend industry standards, rankings and benchmarks on various customer success metrics.

  • Research, analyze and understand customer success trends, methodologies, and approaches to customer management and retention across various size-based segments in SaaS. Provide insights and recommendations related to overall enhancement of methodology, processes and operations for the Customer Success function.

Process Design & Optimization:

  • Definition and Mapping of Core CS Processes: Help define and map core CS processes related to renewal and upsell, with a special focus on processes that involve hand-offs or interactions with other teams.

  • Process Documentation: Document processes for the global customer success organization, creating clear and standardized documentation to facilitate consistent execution and scalability.

  • Adherence to Standards and Policies: Ensure all processes and interactions within the customer success team adhere to industry standards, regulations, and company policies, maintaining compliance at all times.

  • Drive Operational Excellence: Lead efforts to ensure operational excellence within the customer success team, optimizing processes and workflows to enhance revenue generation and maximize customer lifetime value. Identify

  • Ability to monitor behaviors in customer relationship management and identify repeatable actions and potential playbooks, which would be designed and documented in partnership with the Revenue Enablement Manager.

Systems:

  • Tech Stack Optimization: Continuously evaluate and suggest optimizations in our customer success tools and systems to support scalability and effectiveness, driving revenue growth and operational efficiency.

  • Platform Implementation and Integration: Support the Systems & Infrastructure team in the implementation and integration of customer success tools and systems as pertains to ensuring clear business requirements and testing improvements from a business usability perspective

  • Business SPOC to Systems team: continuously maintain a list of priorities for the systems team

  • Systems setup and training: Ensure systems are always setup for desired process outcomes. Ensure that CS team members are properly onboarded and continuously trained on the proper use of systems and tools. Ensure that the CS team is using systems as intended.

Strategic Initiatives and Project Support:

  • Sparring partner to CCO and Customer Success leadership team on key CS initiatives

  • Collaborate effectively with other cross-functional departments, including Sales, Marketing,, Customer Service and Support, Data Analytics, Systems and Finance teams, to drive alignment and cohesion across the organization, maximizing revenue opportunities and customer satisfaction.

  • Experience and ability to research, analyze and understand customer success trends, methodologies, and approaches to customer management and retention across various size-based segments in SaaS.

  • In connection to the above, ability to provide insights and recommendations related to overall enhancement of methodology, processes and operations for the Customer Success function.

  • Ability to research, interpret and recommend industry standards, rankings and benchmarks on various customer success metrics.

  • Ability to monitor behaviors in customer relationship management and identify repeatable actions and potential playbooks, which would be designed and documented in partnership with the Revenue Enablement Manager.

Job requirements

  • Ideally 3+ years of prior customer success operations experience (other commercial roles a plus)

  • Comfortable working with and presenting to C-level management, VPs, directors, and individual contributors across all go-to-market functions, demonstrating strong communication and interpersonal skills.

  • Strong strategic thinking skills, coupled with analytical rigor and the ability to translate data into actionable insights.

  • Experience working cross-functionally with Sales, Marketing, Customer Success, Data Analytics, and Systems teams to drive collaborative initiatives and achieve shared goals.

  • Known for reliability, structure, and a proactive, self-starting approach to problem-solving and decision-making.

  • Good working knowledge in customer success platforms is preferred, with the ability to leverage technology to drive operational efficiency and effectiveness. Experience with Salesforce and Hubspot a plus.


Why Chaos?

• Working for a globally recognized company for its cutting edge products and honored with Academy Award for its contribution to motion pictures
• Working alongside talented people in an environment which fosters learning and knowledge-sharing
• Supplemental health insurance
• Flexible working hours and additional days off
• Competitive remuneration package
• Technical trainings and certifications
• Play and relax area in the office
• Special Discounts

We welcome people who value teamwork, stick to their agreements and are curious to explore new ways for achieving mastery.
If you think your profile is a good match for this role at Chaos, send us your resume and projects you have worked on.

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Only short-listed candidates will be contacted.

Confidentiality of all applications is assured.

Hybrid
  • Sofia, Sofia (stolitsa), Bulgaria
Sales

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