Customer Success Operations Manager

Founded in 2018 by engineers from Stanford, Cisco Meraki, and Samsara, Spot AI is the fastest growing Video Intelligence company in the U.S. We are upending the $30 billion video surveillance market with an AI Camera System to help people at work create safer, smarter organizations. In the process, we’re disrupting video security to create a new category of Video Intelligence.

We are experiencing tremendous growth and are deployed at thousands of locations across businesses in 17 different verticals, ranging from local businesses to Fortune 500s. Our customers range from warehousing and healthcare to nonprofits and car washes including, ExtraSpace Storage, WineDirect, YMCA, and Veg Fresh Farms.

We’ve raised $40M in Series B financing to continue to transform how organizations use their video footage. We’re backed by Scale Venture Partners, Redpoint Ventures, Bessemer Venture Partners, StepStone Group, and MVP Ventures.

Spot AI has been acquiring customers rapidly and with increasing customer count comes the responsibility of ensuring our customers are set up for success. Your role will be to collaborate with other internal teams to deliver an outstanding experience for our customers and drive positive net dollar retention for the business. You will report to our Director of Customer Success, own onboarding and ongoing relationships with your customers, and have a strong voice in shaping the future of our customer success function. 

This role is an ideal fit for an experienced Customer Success professional looking for the opportunity to contribute to building an outstanding customer success organization and culture.

NOTE: This position is a hybrid role with 3 days a week onsite in our Lehi, UT office.

• Owning relationships with customers, partnering with them to drive their long-term success, and serving as an advocate for them within the organization
• Collaborating as part of a cross-functional customer-focused team to deliver an outstanding customer experience
• Driving towards metrics and goals around customer health, system deployment, and net dollar retention
• Being an integral part of scaling a Customer Success team by developing and automating processes, workflows, and insights to empower CSMs to effectively manage more accounts with a high level of service 
• Continuously improving our Customer Success processes and techniques

• A demonstrated passion for customer centricity and experience in managing customer relationships
• Proven ability to contribute to the growth of a Customer Success team by developing and automating processes and workflows, and bringing in new ideas and insights to empower other CSMs to effectively manage more accounts with a high level of service
• At least 3 years experience creating and managing workflows, automations, and reporting in a customer success platform
• Someone who is organized and diligent, with the ability to drive priorities independently
• Enthusiasm to learn about our product and video intelligence
• Excellent written and verbal communication skills and the ability to influence people at different levels of the organization
• Ability to operate in fast-paced and ambiguous environments

• Base Salary Range: $80,000 - $90,000 annually. Offered salary will be based on the offered candidate’s demonstrated attributes and competencies related to the role.  This salary range is specific to candidates based locally in Utah. 
• Commission eligible up to $22,000 annually, depending on agreed upon base salary. Commissions equal 20% of on-target annual cash earnings, and are paid quarterly.
• Generous early stage equity
• Medical, dental and vision plan options 
• 401K with Employer Match
• Flexible and supportive time off practices, including self-managed PTO and a generous new parent leave policy
• Learning and Development Opportunities

What We Value:
We operate under a trio of company values:

1. Customer First, Always.  We are relentlessly curious about our customer’s goals, and seek the simplest solutions to solve their problems.
2. Own Your Outcomes.  We bias towards action, move fast, and iterate.  Everyone on our team is empowered to make decisions.
3. It’s a team effort.  We help each other succeed.  We leverage each other’s strengths to accomplish big goals together.

And, we are creating and cultivating a diverse and inclusive culture where we celebrate individuals for what they accomplish, no matter who they are!  As an equal opportunity employer, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Come join our journey!