Customer Operations Manager (Remote)

We are seeking a highly motivated and skilled Customer Operations Manager to oversee and optimize operational processes for the Customer Success Team. This role is pivotal in ensuring the team operates efficiently, leveraging various CRM, call center, or project management software to drive excellent customer outcomes. The ideal candidate will have hands-on experience with Salesforce administration, operational leadership, and a strong understanding of customer success metrics and processes. The role will report to the Director of Revenue Operations while working in close partnership with the VP Customer Success.

• Partner with Customer Success leadership to define and execute operational strategies that enhance team efficiency and customer outcomes.
• Assess the efficacy of tech-touch outreach efforts by analyzing customer engagement metrics, identifying trends, and advise on optimizations to enhance customer interaction and satisfaction.
• Define and create seamless workflows and collaboration between cross-functional teams (e.g., Sales, Support, Product, Finance).
• Regularly review and refine processes, identifying opportunities for optimization and automation.
• Serve as an administrator for Salesforce and Talkdesk, customizing dashboards, reports, workflows, call routing, and automation to support the Customer Success team.
• Evaluate and implement software improvements to support customer interactions and satisfaction.
• Track, measure, and analyze team performance metrics (e.g., customer satisfaction, retention, NPS, and response times).
• Deliver actionable insights to leadership for continuous improvement.
• Advocate for and represent the needs of the Customer Success team in operational

• Experience with data analysis tools (e.g., Excel, Tableau) to drive reporting and insights.
• Proven ability to lead cross-functional initiatives and manage multiple stakeholders.
• Strong problem-solving skills with a focus on driving operational efficiency.
• Exceptional project management and organizational skills
• Deep understanding of Customer Success strategies, including retention, churn reduction, and customer satisfaction.
• Exceptional attention to detail with a process-driven mindset.

• 5+ years of experience in a Customer Success, Customer Operations, or related role.
• Salesforce Administrator certification (or equivalent experience) is required.
• Proficiency in creating workflows, reports, and dashboards in Salesforce.

• Proficiency with call center software (e.g., Zendesk, Five9, Talkdesk, or similar platforms)
• Bachelor’s degree in business, operations, or a related field (or equivalent experience).

• Medical, dental and vision benefits – affordable health care plans and company HSA contributions, starting the first of the month following 30 days of employment
• 401(k) company match
• Competitive time off package with 20 vacation days, 10 wellness days, 8 company holidays, 2 floating holidays, and 2 volunteer days
• Comprehensive Employee Assistance Program
• LifeMart discounts through ADP that include services such as groceries, restaurants, entertainment, pet insurance, auto, cell phone, child care and so much more
• Access to the MoveSpring app – an activity platform to enhance physical & mental health: includes company step challenges, exercise content, meditation tools and wellness-focused blogs
• Culture and team-building activities