Customer Operations Manager

About This Role

Lead the strategy and execution of the post-sale experience for customers using a depositions product within a fast-paced SaaS environment, managing a team of Customer Success and Customer Support Associates.

Responsibilities

• Manage and align goals for Customer Success Associates (CSAs) to ensure high engagement and long-term retention
• Become a product expert, answering functionality questions and diagnosing customer challenges
• Analyze usage trends and recommend tailored workflows to maximize customer ROI
• Create and maintain customer-facing content such as notice templates, best practices, guides, and training materials
• Collaborate cross-functionally to ensure education materials align with new product features and Go-to-Market efforts
• Partner with Sales, Marketing, and Implementation to support product rollouts, onboarding journeys, and expansion opportunities
• Provide ground-level customer insights that help shape the organization’s Go-to-Market strategy
• Troubleshoot technical or workflow issues and route them to the correct internal teams for resolution
• Manage a team of customer support specialists who help with live deposition events
• Help create processes that streamline and optimize support through phone, email, and chat

Requirements

• 3+ years of experience in customer success or technical support in a SaaS environment
• Previous people-management experience with a track record of developing and scaling customer-facing teams
• Exceptional written and verbal communication skills
• Strong organizational habits with ability to stay proactive, responsive, and calm under pressure
• Professionalism and confidence when navigating challenging or escalated conversations
• A bias toward action, curiosity, and continual improvement
• Resilience and adaptability suited to a dynamic, startup-like environment

Qualifications

• 3+ years of experience in customer success or technical support, ideally in a fast-paced SaaS environment

Skills

* Required skills

Benefits