Customer Operations Manager

What You'll Do

• Collaborate with Sales and Solutions Architects to align Proof of Value (POV) with customer needs and expectations during the sales cycle.
• Improve tracking and implementation methods for successful customer onboarding and continuously enhance pre-sales and post-sales processes.
• Define, develop, and monitor metrics for both Proof of Value (POV) and Implementation/Onboarding success, while also managing project plans and coordinating with internal and external teams for timely solution implementation.
• Work with customer implementation partners to ensure successful onboarding.
• Collaborate with CSMs to deliver processes and playbooks with clear outcomes that help ensure continuous adoption of StackHawk services. 
• Work with CS leadership and CSMs to help automate Customer Success activities when possible while providing additional customer success management support for SMB accounts. 
• Collaborate with product teams to incorporate customer feedback into product development. 
• Establish repeatable and scalable processes to enhance quality and delivery of all areas of customer success, focused on the customer experience.
• Collaborate with StackHawk leadership, CSMs, SA's, and Product teams to ensure customer value and early goal achievement.

About You

• 8+ Years of Operations, Customer Success, and Project Management Experience. Demonstrated expertise in operations, customer success, and project management.
• Proven track record in customer-centric achievements. Successfully collaborated with customers to achieve their goals and desired outcomes.
• Background as a Customer Success Manager, offering a unique perspective to drive improvements.
• Project Management proficiency, skilled in managing complex projects.
• Highly organized problem solver - exceptionally organized with a proactive problem-solving approach.
• Strong experience collaborating with partners to align objectives for an exceptional customer experience.
• Strong ability to define and track key metrics and KPIs for assessing performance.
• Successfully defined and implemented processes, continually improving their effectiveness.
• Self-starter with the critical thinking skills to drive projects from discovery to stakeholder adoption.
• Excellent verbal and written communication skills, coupled with thorough documentation abilities.

The Goods

• Competitive Compensation: Earn a competitive salary and get an equity stake in the company that we are building together.
• Solid Benefits: Health, dental, and vision insurance 100% paid for employees and dependents. Other benefits include life insurance, AD&D, and 401K.
• Time to Recharge Encouraged: Take what you need vacation plus ten paid holidays! Unplug, recharge, and come back refreshed.
• Fun Team and Perks: We do great work and have fun doing it! We take care of our employees… We’ll contribute to your WFH setup and hook you up with occasional at-home perks. Plus, work with a team that loves to have fun while doing our work!
• Place Where Your Work Matters and You Grow: As a Series B company, your work shapes the product that we are building. Nothing beats arriving at work every day knowing that your work deeply matters, and there is no better opportunity to grow in your career.