Customer Operations Manager

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OpenBright

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Charity • Education

OpenBright is a foundation dedicated to awarding grants for women's research in computing. They work closely with partner universities to support research endeavors, focusing on promoting gender diversity within the field. The foundation organizes funding calls and provides detailed guidance on application processes and requirements. OpenBright is committed to empowering women in tech by offering financial support and fostering an inclusive environment for innovation and change.

2 - 10 employees

🤲 Charity

📚 Education

📋 Description

• Build Success & Services processes, playbooks, and tooling (ie Hubspot) to drive efficiency and impact • Test evaluate, and deploy new product capabilities or third party tools which can help support scalability, and drive greater impact across all customers (ie AI driven engagement, onboarding tools, etc) • Support rollout of new programs across Services/Success teams with structure, documentation and measurements • Drive forecasting, KPI dashboards, and executive reporting for Services team • Drive Success for the long tail of our customer base, helping rapid and efficient expansion with smaller customers • Partner with product to design and rollout automated SMB customer journeys, self-service product features and improve in-app engagement • Design and execute programs to drive impact at scale for our SMB customers (onboarding journeys, lifecycle campaigns, customer webinars, digital education, self service enablement, community etc), in partnership with Risk Services team

🎯 Requirements

• Bachelor's degree in Computer Science, Business, Economics, Math or post-degree experience building systems • 10+ years of experience in Customer Success, Operations, Program Management, preferably in a B2B SaaS environment. • Strong background in building and deploying processes, systems, or scaled programs. • Technical Proficiency in HubSpot and other tools used for managing customer success or services. High level of comfort with AI /LLM based tools and platforms. • Strong project management and organizational skills, ability to create and lead new programs from scratch • Experience working across cross-functional teams, leading by influence and collaborating to achieve common goals • Strategic thinker with the ability to analyze data, identify trends, and develop actionable insights and recommendations. • Experience building and leading teams

🏖️ Benefits

• Comprehensive health benefits (Medical, Dental, Vision, HSA) • 401(k) plan and life insurance • Flexible time off and 12 weeks parental leave • Professional development reimbursement • Fast-paced startup environment where your ideas can quickly become reality • Opportunity to wear multiple hats and grow beyond your job description • Remote-first culture with home office support