Senior Manager of Customer Success Operations & Systems

### Who you are - 7+ years of experience in Customer Success Operations, Customer Operations, or CS Systems roles - Proven experience owning and evolving Customer Success systems and workflows at scale - Strong process design and systems thinking, with the ability to design scalable, end-to-end customer workflows and operating models - Hands-on experience working within CRM platforms, including building and optimizing workflows, automation, permissions, and case management - Experience defining and improving prioritization, routing, and escalation models, and driving operational performance and efficiency - Ability to translate business and operational needs into durable system and process solutions - Experience leading cross-functional systems initiatives, influencing stakeholders, and driving change without direct authority - Experience leading teams, including prioritization, roadmap ownership, and systems governance ### What the job involves - We’re hiring a Senior Manager to own and scale the business systems and workflows that power our Customer Support and Customer Success teams - This role is focused on support operations — designing case management workflows, SLAs, routing, and automation to drive a consistent, high-quality customer experience at scale - You’ll combine hands-on system ownership with process design and team leadership - Drive systems and process changes across Customer Success, prioritizing initiatives based on business impact and operational needs - Own the design and evolution of Customer Success workflows, including case management, prioritization, routing, and escalation models within Salesforce, ensuring scalable operations and strong customer outcomes - Lead the evolution of contact centre tooling (e.g., Salesforce Omni-Channel, Amazon Connect) to support scalable, high-performing Customer Success teams - Drive automation and process improvements to reduce manual effort and improve consistency across the customer lifecycle - Lead cross-functional initiatives with Customer Success, Product, Engineering, Data, and Internal Systems - Lead and develop the CS Optimization team, including prioritization, roadmap ownership, and systems governance ### Benefits - Company Equity - Generous Time Off Program - Health Benefits - Flexible Health and Wellness Plan - New Parent Support Program - Employee Assistance Program - Professional Development - Volunteer Program - Monthly Lunches - Indoor Bike Racks

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