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