Guideline – Senior Customer Success Operations Manager, US, Remote

$50,000 - $150,000 / year
Application ends: 11/30/2022
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Job Description

Guideline is looking for a Customer Success Operations Manager to join our growing Customer Success (CS) department. You will report to our VP of Customer Success.

What Will You Be Working On

You will have direct management responsibility of the CS Operations team. This team is responsible for increasing the leverage and optimizing the efficiency of the CS team. Major ownership themes include improving our customer self-service capabilities, managing BPO performance, and identifying ways to improve the overall customer experience. We are looking for an experienced, analytical player-coach to maximize the impact of our CS Operations team.

  • Own key customer self-service KPIs and strategically plan and execute initiatives to continuously improve those KPIs
  • Manage and grow a team of Analysts and Copywriters to optimize our customer experience
  • Manage our BPO partnership to maximize quality and efficiency
  • Groom our CS feature request and operational improvement backlog
  • Proactively identify and create business cases for workflow improvements to improve the customer experience

The Team

Our mission is to deliver an industry-leading customer experience. We are a customer-obsessed, data-driven, and ambitious group of industry experts who are committed to helping our clients save for retirement with confidence.

What We’re Looking For

  • 5+ years experience in customer success or operations role
  • Experience in a SaaS or Fintech high-growth environment
  • 5+ years experience managing teams
  • 3+ years experience with CS tooling, including SalesForce, Zendesk, Talkdesk, etc.
  • Experience in Finance or technology industries is desirable
  • Experience building and managing a Knowledgebase or Help Center
  • Bachelor’s degree preferred or equivalent field-related experience

More About Guideline

Technology is the backbone of what we do. It allows us to automate many 401(k) administrative tasks, integrates with leading payroll providers, and build affordable retirement plans for the smallest businesses.

But our platform is powered by people—engineers, account managers, data analysts, retirement consultants, and many more. Together, we’re creating a retirement platform that puts people first and empowers small business owners, their employees, and the self-employed to not just retire, but arrive at a secure retirement.

In just a few years of operations, we’ve grown to 30,000+ clients and over $6 billion in assets under management—and have raised $344M with top-tier investors.

Offer Package

  • Flexible Vacation Policy
  • Great Compensation Package + Equity in the Company
  • 401(k) Matching
  • 100% coverage of Health / Vision / Dental
  • Generous parental leave policy

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Employment is open to residents of AZ, CA, CO, CT, FL, GA, IA, ID, IL, IN, KY, MA, MD, ME, MI, MO, NC, NH, NJ, NY, NV, OH, OR, PA, RI, SC, TN, TX, UT, WA. Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline’s Privacy Policy for information about our privacy and security practices.