Job Description
Customer Success Operations & Systems, Senior Manager
We’re hiring a Senior Manager to own and scale the business systems and workflows that power our Customer Support and Customer Success teams.
This role is focused on support operations — designing case management workflows, SLAs, routing, and automation to drive a consistent, high-quality customer experience at scale. You’ll combine hands‑on system ownership with process design and team leadership.
What You’ll Do
- Drive systems and process changes across Customer Success, prioritizing initiatives based on business impact and operational needs
- Own the design and evolution of Customer Success workflows, including case management, prioritization, routing, and escalation models within Salesforce, ensuring scalable operations and strong customer outcomes.
- Lead the evolution of contact centre tooling (e.g., Salesforce Omni‑Channel, Amazon Connect) to support scalable, high...