Operations Manager, Customer Success

Summary

Join our client's Customer Success team as a remote contract Operations Manager! This role, running through December 31st, 2025, with potential extension, focuses on implementing a Customer Success Platform. You'll leverage your analytics skills and operational management experience to drive improvements using data and metrics. Responsibilities include developing implementation documentation, platform configuration, and collaborating with cross-functional stakeholders. Success will be measured by achieving project goals and ROI. You'll report to the Head of Customer Success and work closely with the lead Program Manager in a fully virtual, collaborative environment. This is a fast-paced role requiring strong communication, problem-solving, and stakeholder management skills.

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

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

Preferred Qualifications

• 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

• 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