Note: The job is a remote job and is open to candidates in USA. EvenUp is on a mission to close the justice gap using technology and AI. They are looking for a Staff Operations Manager, Customer Success to scale the operational engine behind their Customer Success organization, partnering closely with leadership to enhance processes and insights that support customer growth.
Responsibilities
- Partner closely with Customer Success leadership to build and scale operational processes that support onboarding, retention, renewals, and customer growth
- Develop and maintain reporting, dashboards, and performance metrics that provide visibility into key customer success KPIs such as retention, expansion, customer health, and adoption
- Lead cross-functional initiatives that improve the post-sales customer journey, collaborating with teams across Revenue Operations, Sales, Product, Finance, and Data
- Own and optimize the Customer Success technology stack, ensuring strong data integrity and effective workflows across systems such as Salesforce, customer success platforms, and BI tools
- Write and analyze SQL queries to extract, validate, and model data that drives business decisions and operational improvements
- Drive initiatives forward with a founder mentality: take ownership, push projects to completion, proactively solve problems, and make decisions with minimal instruction
- Identify opportunities to improve operational efficiency through automation, process improvements, and new tooling that enables the Customer Success organization to scale
Skills
- 10-12 years of experience in Customer Success Operations, Revenue Operations, or Sales Operations, preferably in a high-growth SaaS environment
- Strong analytical skills, with hands-on experience building dashboards, reporting, and data models that inform business decisions. SQL proficiency is required
- Proven ability to lead cross-functional initiatives and drive operational improvements in a fast-paced environment
- A systems-oriented, problem-solving mindset with strong communication skills and the ability to translate data into actionable insights for business stakeholders
- Demonstrated 'get it done' mentality: you can independently push through challenges, take ownership of projects, and ensure deliverables are completed efficiently without needing constant guidance
- Hands-on experience with CRM and operational tools such as Salesforce, BI platforms, and customer success systems (e.g., Gainsight, Vitally, or similar)
Benefits
- Choice of medical, dental, and vision insurance plans for you and your family.
- Additional insurance coverage options for life, accident, or critical illness.
- Flexible paid time off, sick leave, short-term and long-term disability.
- 10 US observed holidays, and Canadian statutory holidays by province.
- A home office stipend.
- 401(k) for US-based employees and RRSP for Canada-based employees.
- Paid parental leave.
- A local in-person meet-up program.
- Hubs in San Francisco and Toronto.
- Please note the above benefits & perks are for full-time employees
Company Overview