Customer Success Operations & Digital Engagement Manager

About the Role

Key Responsibilities

• Lead the configuration, evolution, and performance of CS systems, including ChurnZero and Pendo
• Design and optimize digital customer journeys that drive lifecycle engagement at scale (e.g., onboarding, upsell, renewal)
• Partner on the Knowledge Base strategy, offering feedback that enhances structure, usability, and enablement value
• Develop operational processes that improve CS workflows, visibility, and consistency (e.g., task structures, playbooks, tagging logic)
• Support the documentation, rollout, and adoption of all CS tools and processes
• Manage a small team (or contractor/specialist) to support tactical ops and content execution
• Serve as a key partner to CS leadership, helping identify and solve high-impact operational gaps
• Implement and manage reporting frameworks to track the performance of digital and operational initiatives
• Drive continuous improvement in how we deliver scale and impact through automation, structure, and tooling

Requirements

• 5-7 years of relevant experience in customer success operations, revenue operations, or similar roles-may include a combination of experience in process improvement, systems administration, program management, people leadership, or senior-level CS roles with a strong operational focus
• Familiarity with managing CS tooling (e.g., Salesforce, ChurnZero, Pendo, Gainsight)
• Experience managing documentation systems and content operations (e.g., Knowledge Base or SOP libraries)
• Proven ability to collaborate across teams and influence decision-making without formal authority
• 1-2 years of experience managing or mentoring junior operations or enablement team members

Nice to Have

• SaaS industry experience supporting scaled CS motions
• Background in digital customer journey building or 1:many programs
• Strong working knowledge of CS metrics and reporting workflows
• Familiarity with lifecycle segmentation and CS process mapping
• Exposure to knowledge base or help center systems (e.g., Zendesk, Intercom)
• Comfortable working in an agile/SCRUM workflow

Benefits & Perks

• We have a revolutionary, client-approved product.
• One of the fastest growing companies in the nation: 3x Inc. 500, 2x Deloitte Technology Fast 500, 2x Mountain West Capital Network Fast 100, 3x Fast 50 (Utah Business), and 3x UV50 Fastest Growing Companies (BusinessQ), to name just a few.
• Great Place to Work certified, ranked in Inc. Best Workplaces, one of the Best and Brightest companies to work for, and ranked on the Salt Lake Tribune's Top Workplaces.
• Backed by renowned investors, both local and national.