Customer Success Operations Manager

Summary

Join Prepared as the Customer Success Operations Manager and play a critical role in streamlining customer success workflows, managing key tools and systems, and providing actionable insights to drive retention and expansion. You will report to the VP of Operations and collaborate with various teams. This highly cross-functional role demands strong analytical skills, strategic thinking, and a deep understanding of customer lifecycle operations. The position offers a competitive salary and equity, along with comprehensive benefits. Prepared is a fast-growing company revolutionizing emergency call handling with AI-powered technology, impacting millions of lives.

Requirements

• 5+ years of experience in Customer Success Operations, Revenue Operations, or related roles in a SaaS company
• Experience owning and managing a CS tech stack (Vitally, Gainsight, Totango, ChurnZero, or similar)
• Strong analytical skills with the ability to leverage data to drive insights and decision-making
• Proven ability to optimize processes and implement scalable, repeatable workflows
• Cross-functional collaboration experience working with Sales, Product, and Data teams
• Ability to work independently in a fast-moving startup environment
• Detail-oriented, highly organized, and excellent communicator

Responsibilities

• Own and optimize the Customer Success tech stack (Vitally, HubSpot, Mixpanel, Front, Arrows)
• Establish data-driven workflows to help CSMs prioritize at-risk accounts and identify upsell opportunities
• Define and implement CS playbooks that help drive adoption, retention, expansion, and customer satisfaction
• Collaborate cross-functionally with Product, Data, and Sales to ensure CS is aligned with business goals
• Analyze customer usage data to surface insights that drive proactive engagement strategies
• Enable the CS team with training and process documentation to improve operational efficiency
• Work closely with CS leadership to prioritize initiatives and execute against key objectives

Benefits

• Remote-First Culture
• Competitive Salary and Equity
• 401k
• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA)
• Free Membership to OneMedical
• Flexible Paid Time Off + 12 U.S. Holidays
• 12 Weeks of Paid Parental Leave (birthing + non-birthing parents)
• WeWork Membership for All Employees
• Annual Company Offsite