Customer Operations Manager

About This Role

Lead the strategy and execution of the post-sale experience for customers using the depositions product, managing a team of Customer Success Associates and Customer Support Associates. This role focuses on driving long-term product adoption and ensuring customers realize measurable value.

Responsibilities

• Manage and align goals for Customer Success Associates, ensuring 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 GTM 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 GTM 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
• Previous people-management experience
• Exceptional written and verbal communication skills
• Strong organizational habits with the 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
• Experience with tools such as Zendesk, Talkdesk, Excel, Slack, Notion (or similar)
• 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

Nice to Have

• Experience in a fast-paced SaaS environment

Skills

* Required skills

Benefits