Summary
Join Maze, a Series B-funded startup, as our Customer Success Operations Manager and play a key role in scaling our customer base. You will build an end-to-end digital customer journey for the Commercial account segment, partnering with the Manager of CS Programs. You'll also support Customer Success Managers by improving efficiency and consistency. This role requires strong data skills and a deep understanding of Customer Success practices. You will work with various tools and collaborate cross-functionally. Maze offers a unique opportunity to impact a growing company and shape its future. We offer competitive compensation and a comprehensive benefits package.
Requirements
- You are a problem solver who takes initiative and thrives on building and executing on well-designed processes
- You have 3+ years of experience as a CS Ops Manager or Programs Manager and have previously designed and executed on an end-to-end CS Ops program
- You have data fluency and are familiar with tools like Omni, Looker, Salesforce, and Excel or similar
- Youโve acted as the Admin of a Customer Success tool like ChurnZero, Gainsight, or similar
- Youโre familiar with CS strategies that will inform how you develop playbooks and other relevant assets for various customer segments
- You can collaborate well cross-functionally to support the CS team and complement business operations
Responsibilities
- Work closely with the Manager, Customer Success Scale Programs to co-design the Customer Success journey and build automated customer touchpoints, including emails and webinars
- Own CS tooling administration, which includes creating dashboards, alerts and playbooks to create account health visibility and scale CSM efforts
- Create and maintain customer-facing documents related to onboarding, CBRs, renewals, and success planning to increase CSM efficiency and consistency
- Collaborate with the business operations team to track indicators of risk, renewal and upsell and analyze data to provide recommendations
- Maintain data hygiene in CS tooling and ensure data alignment across go-to-market toolset
Preferred Qualifications
- You have previous experience with the UX Research persona
- Youโre familiar with SQL
Benefits
- Health insurance with international coverage, vision, and dental: 100% of the team member premium paid
- Free access to proper mental health care, unlimited virtual therapy sessions (with a human) and 24/7 access to resources
- Life and Disability Insurance, 100% of the team member premium paid
- Flexible time off
- Meaningful equity
- Company retreats, fully paid for by Maze
- New MacBook (laptop), paid for by Maze
- Paid Family leave: 16 weeks for birth or adoptive parents
- $500/month to be used for dependent health insurance coverage
- $1,500 remote work setup fund to ensure you can set up a productive work space
- Flexible work schedule where you manage your own working hours
- Monthly Bonus.ly points that are awarded to others to recognize teamwork, dedication and helpfulness - points can be cashed out for gift cards and more
- Virtual social engagements randomly throughout the year
- SWAG, we have some really cool swag
- Open, transparent culture that includes virtual: coffee chats, bi-weekly all-hands meetings, and more
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