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Operations Manager, Customer Success



Customer Service, Sales & Business Development, Operations
United States
Posted on Thursday, May 9, 2024

At MNTN, we’ve built a culture based on quality, trust, ambition, and accountability – but most importantly, we really enjoy working here. We pride ourselves on our self-service platform and are constantly seeking to improve the user experience for our customers and scale for efficiency. Our startup spirit powers our growth mindset and supports our teammates as they build the future of ConnectedTV. We’re looking for people who naturally want to do more, own more, and make an impact in their careers – and we’re seeking someone to be part of our next stage of growth.

We are seeking a highly motivated and experienced Customer Success Operations Manager to join our growing Customer Success Ops team under the Revenue Operations umbrella. As the Customer Success Operations Manager, you will play a pivotal role in driving customer success initiatives and optimizing the efficiency and effectiveness of our customer success operations. You will be the second member of the CS Ops team, working closely with the Customer Success team, as well as cross-functional teams such as Sales and Marketing to ensure seamless operations, data accuracy, and process optimization. This position requires a strong analytical mindset, excellent communication skills, and a passion for driving customer success and revenue growth.

What you will do:

  • Manage and optimize the end-to-end customer success operations, including onboarding, platform experience, customer success, and growth.
  • Metrics and Reporting: Work with CS Insights to drive improvements in processes and overall customer experience. Define, track, and analyze key customer success metrics and performance indicators. Generate reports and dashboards to provide actionable insights for the Customer Success team and leadership.
  • Process Optimization: Continuously evaluate and improve customer success processes to enhance efficiency, scalability, and customer experience. Identify automation opportunities and implement tools to streamline operations.
  • Data Management: Ensure accuracy, completeness, and consistency of customer data in the CRM system. Develop and enforce data governance policies and best practices.
  • Cross-functional Collaboration: Collaborate closely with Sales Operations and Marketing Operations to align customer success operations with broader revenue operations strategies and initiatives.
  • Liaise with Revenue Enablement to develop and deliver training programs and resources to equip the Customer Success team with the necessary skills, knowledge, and tools for success.
  • Stakeholder Communication: Effectively communicate customer success metrics, trends, and initiatives to key stakeholders, including executive leadership.
  • Stay Updated: Keep abreast of industry trends, best practices, and emerging technologies in the customer success field. Apply new knowledge to improve operations and provide innovative solutions.

What you will have:

  • Proven experience - 5+ years in customer success operations or a similar role, preferably in a SaaS or technology company.
  • Strong analytical skills with experience in data analysis and reporting.
  • Proficiency in CRM systems (Salesforce), customer success platforms (Catalyst, Gainsight), and data analytics tools.
  • Excellent project management and organizational skills, with the ability to manage multiple priorities and deadlines.
  • Solid understanding of customer success principles and best practices.
  • Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
  • Detail-oriented mindset with a focus on data accuracy and process optimization.
  • Self-starter with a proactive and results-driven approach.

MNTN perks:

  • 100% remote
  • Flexible vacation policy with an annual vacation allowance
  • Three-day weekend every month of the year
  • Competitive compensation
  • 100% healthcare coverage
  • 401k plan
  • Flexible Spending Account (FSA) for dependent, medical, and dental care
  • Access to coaching, therapy, and professional development

About MNTN:

Our recruiters will always reach out using an email address ending with @mountain.com. If you’re contacted by someone without that address and they mention a Reference Code (which we never use), then that ain’t us folks. Tell those trolls to take a hike–you’re waiting to climb a MNTN.

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns – all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Petsmart, Build with Ferguson Master, Simplisafe, Yieldstreet and National University.