Operations Manager, Customer Success

Job Description

** This is a remote contract position that starts ASAP and goes through December 31st, 2025, with potential to extend **

Our client's Customer Success team is seeking an experienced Operations Manager to own and drive the implementation of a Customer Success Platform into their ecosystem. You will be well-versed in analytics and have a desire to take large as well as small problems and work with the team to drive improvements using data and metrics. This role executes implementation documentation and platform configuration to include but not limited to implementing business and technical requirements, collaborating with cross functional stakeholders to ensure tool is implemented successfully, and tracking success metrics to ensure return on investment (ROI).

You will use your operations Management background to work closely with key constituents across the business to develop a deep level of understanding of our operations and utilize that knowledge to lead implementation that helps us achieve our strategy, goals and objectives.

You will report to the Head of Customer Success and collaborate with the lead Program Manager. The team is highly collaborative in a fully virtual environment, not only working closely with each other, but with our cross-functional partners to achieve our initiatives. You will be working with various roles across the company from individual contributors to senior leadership.

Responsibilities

• Lead the implementation of a Customer Success Platform into their ecosystem with a focus on delivering operational documentation
• SOP (Standard Operating Procedure) development defining different roles for different types of users (CSM vs. Admin)
• Develop test plans supporting testing CS tool in tool's environment
• Assemble and co-ordinate the internal, extended and external teams to gain consensus on deliverables from each team member in alignment with the overarching project/initiative objectives
• Proactively manage changes in project scope, identify potential risks and devise contingency plans

Requirements

• Experience working with Salesforce, or other CRM platforms
• Experience working with Customer Success Tools
• 3+ years operation or project management experience working with Agile and Predictive methodologies, ideally in a customer success environment, preferably in fast-paced, high-growth organizations
• Skilled at prioritizing and balancing multiple strategic projects and demonstrated experience of operational skills translated into strategic business impact
• Understanding of organizational dynamics, experience with complex organizations with proven ability to influence stakeholders with functional and global reach
• Comfortable in a fast-paced ambiguous environment while helping the project stakeholders to drive decisions and help throughout the prioritization process
• Demonstrated ability to work autonomously in a fully virtual environment, successfully managing remote stakeholders and building strong relationships
• Excellent listening and persuasion skills along with written and verbal communication
• An ideal candidate must have a passion for creating great customer experiences
• PMI-ACP, PMP certification or equivalent, with BS or MS in aligned field of study are a plus
• Experience working in a Customer Success or JIRA environment preferred

Benefits

Compensation Range:

$30-33/hr

** This pay range is Client-specific for the opening advertised. The identity of the Client will be disclosed if you are selected to move forward in the hiring process. **

Benefits:

• 75% of employee-only Medical & Dental coverage
• Vision - opt-in available
• 401k
• PTO
• Laptop
• Life Insurance, Disability Insurance, AD&D coverage
• Short-term Disability, Accident, Cancer/Critical Illness, Pet insurance - opt in available