Customer Success Operations Manager

Job Description

Portless is reinventing e-commerce logistics by letting brands ship directly from the factory floor in Asia to customers worldwide — no sea freight containers, no months-long cash lock-ups in inventory. Ecommerce brands in apparel, beauty, electronics, and home goods use our platform to offer fast delivery at a cost that rivals traditional 3PLs while we handle everything in-between. Our revenue is growing aggressively and this is a great opportunity to get in early at a high-growth company

Why This Role Matters

You will be the operational backbone of our high-growth Customer Success team. Our goal is to build a world-class, proactive service model for our SMB-to-Enterprise customers. Your mission is to architect the systems, signals, and playbooks that transform our CSMs from reactive troubleshooters into strategic advisors. By owning the tech stack and automating key workflows—from flawless onboarding to proactive risk alerts—you will directly increase customer lifetime value and be a key driver in improving our Gross Retention Revenue (GRR).

What You'll Do

• Build scalable engagement models,  playbooks, and digital touchpoints across the entire customer lifecycle—from onboarding to maximum adoption
• Own and optimize the Customer Success tech stack (e.g., Jira, Airtable, Intercom) to drive efficiency and create a single source of truth for the CS team.
• Design and implement health scores and automated signals and alerts (e.g., inventory stock-outs, product engagement dips) to enable proactive customer outreach and mitigate churn risk.
• Streamline and measure the onboarding process to improve speed, quality, and time-to-first-value for new customers.
• Partner with CS leadership and a dedicated analyst to define key metrics, support management of the book of business, and create dashboards that track health, risk, and expansion opportunities.
• Automate manual processes to free up CSM time for high-value, strategic conversations with growing customers.
  
  

What You Bring

• 2–5+ years in CS Ops / RevOps / Biz Ops / CS analytics in B2B SaaS (or equivalent)
• A proven track record of using no-code/low-code tools (like Airtable, Zapier) to build scalable workflows, automate processes, and manage operational systems.
• Strong operational mindset with experience designing customer lifecycle playbooks and improving onboarding experiences.
• Ability to translate business goals (like GRR improvement) into clear processes and system requirements.
• Excellent project management and cross-functional communication skills to partner with CS, Product, and Analytics.
• Experience with user-facing tools like Intercom, Zendesk, or in-app guidance platforms is a plus.
  
  

Nice to Have

• Experience with usage-based business models or logistics companies
• Understanding of SMB and mid-market customer dynamics in a high-velocity environment.
• Able to map data schemas and understand how data flows between multiple systems