Customer Success Operations Manager

Summary

Join Miter, a leading HCM platform for the construction industry, as a Customer Success Operations professional. You will be responsible for enhancing customer experience by developing and implementing strategies focused on reporting and self-serve solutions. This role involves owning projects from inception to completion, collaborating with various teams, and driving continuous improvement. You will analyze data, revamp reporting, select vendors, design self-serve guides, and build customer health models. Miter offers competitive compensation, comprehensive benefits, and a positive work environment.

Requirements

• 2+ years of B2B revenue operations experience, preferably in SaaS or enterprise software
• Strong analytical and problem solving capabilities
• Proficiency in integrating and analyzing data from multiple sources, using code (e.g., SQL, Python) or data connectors
• Excellent business and product instincts
• Demonstrated hunger and drive for results
• Superior organizational skills with the ability to prioritize and execute quickly
• Exceptional interpersonal and collaboration skills
• Outstanding written and verbal communication abilities

Responsibilities

• Analyze and revamp reporting across Launch, Customer Success and Support teams; continuously maintaining and improving as needed
• Evaluate and select vendors for internal and external software/tooling, to drive efficiency
• Design and roll out in-product self-serve guides and tech-touch CS solutions
• Build and refine customer health models
• Propose and execute experiments to improve metrics across Launch, Customer Success and Support
• Collaborate with product teams to influence roadmap based on customer feedback and data

Benefits

• Competitive Compensation: We ensure we offer competitive market salaries and commission
• Medical Insurance: Comprehensive medical plans to suit you and your family’s needs
• Dental & Vision Insurance: Coverage for all your dental and vision needs
• 401(k) Retirement Plan: Company-matched contributions to help you plan for your future
• Stock Options: Be a part of our success with equity in the company!
• Unlimited PTO: Take the time you need to recharge and be your best self
• Parental Leave: Generous 16-week paid leave for all parents, including adoptive and foster parents
• Team Events: Bi-annual company-wide offsites, team offsites, and monthly team-building activities to help us connect as a team
• Celebrations: Recognizing birthdays, work anniversaries, and milestones with personalized surprises
• Office Perks: If you’re in-office, enjoy free snacks, coffee, and a collaborative space
• Commuter Benefits: Pre-tax options for transit and parking expenses