Customer Success Operations Manager

Who are you?

We're hiring an Operations Manager to drive operational excellence and strategic initiatives across our Customer Success organization. This role is ideal for someone who thrives at the intersection of data, process design, and cross-functional collaboration. Your primary responsibilities will include designing and optimizing processes, coordinating initiatives between customer success and product teams, and implementing the data-driven systems and programs that support our customer experience strategy. On a regular basis you will Lead departmental programs and strategic initiatives designed to improve client experience and drive operational efficiency, while facilitating cross-departmental collaboration and managing stakeholder relationships to drive consensus and outcomes. Serve as the operational liaison between customer success teams and product/engineering, translating operational pain points into product requirements and feature requests that inform product strategy. Define and improve processes and workflows by identifying bottlenecks and creating scalable, data-backed solutions that enhance team productivity. Manage pilot programs for new service offerings, operational models, or technology implementations, establishing success criteria and measurement frameworks to validate new approaches. Own the configuration and optimization of Customer Success tools (including Zendesk, Looker, CRM, and related GTM platforms) to ensure data accuracy, workflow automation, and reporting efficiency. Lead change management initiatives for operational transformations, including stakeholder communication, training development, and adoption tracking to ensure smooth transitions. Develop and monitor KPIs to evaluate the success of strategic initiatives and operational processes, while analyzing client health and program performance metrics to make actionable recommendations. Provide team-level and individual-level dashboards to drive desired habits and results, empowering teams with visibility into key performance indicators. Maintain high quality templates, best practices, and documentation of programs and processes within our knowledge base to support organizational learning and consistency. You’re gonna crush it if You have 5+ years of experience in Consulting, Project/Program Management, or Post-Sales Operations roles, with a proven track record of driving results in fast-paced environments. You thrive in high-growth startup environments with a bias for action and iteration, comfortable navigating ambiguity and moving quickly to test and learn. You have a demonstrated understanding of process design and project management, with the ability to identify inefficiencies and implement improvements. You are proficient in Excel/Google Sheets and BI tools (such as Looker or Tableau) for data analysis and visualization, and you can turn raw data into actionable insights. You have hands-on experience with go-to-market ticketing and CRM systems like Zendesk, Hubspot, or similar platforms. You leverage data for problem-solving and have a knack for delivering data-driven insights that inform executive decision-making. You possess strong communication skills with the ability to influence and align cross-functional stakeholders toward common goals. Compensation & Benefits Salary - $100,000 - $130,000 Health, Vision, & Dental Benefits - generous company-sponsored health plans for both employees and dependents, including comprehensive vision & dental Wellness/Mental Health - shared benefits to be used among employees and families Flexible Paid Time Off - allowing employees to find balance in their lives Options of Equity - we know our success is nothing without our team Access to a 401k through Guideline A home office setup and a monthly stipend to offset internet and phone costs Our Team

The Customer Success Team is laser-focused on our overall client experience, consisting of both Scheduling and Account Management groups. Our Schedulers deliver a reliable, timely, and hospitable experience for our clients day-by-day, deposition-by-deposition. Our Account Managers deepen relationships with our clients to drive business goals, promoting satisfaction, revenue, growth, and retention.

Our Customer Success team serves as the front line of the business to ensure clients and providers are well taken care of, with the ultimate goal of ensuring Steno continues to be a top court reporting and litigation support services agency for our law firm clients. About Steno Founded in 2018 and growing fast! Values: be highly reliable, constantly innovate, operate with a hospitality mindset Diverse backgrounds welcome! Steno employees have a unique blend of legal, technology, operations and finance experience We are revolutionizing the litigation and court reporting industry Flexible deferred payment options (e.g., DelayPay) Cutting-edge technology - unique products and integrations to maximize the output of legal professionals White glove, concierge customer service that our clients rave about Application Information Steno is an equal opportunity employer and does not discriminate based on any characteristics that are protected under the law. All employment decisions are based on qualifications, merit, and business needs. Applicants needing special assistance or accommodations for interviews or website access should contact us at accommodations@steno.com. Steno personnel will always have either a steno.com email address or will contact you via Rippling Recruiting. Act with caution if asked for personal information. Background checks, for example, are only conducted after an offer is extended. Applicants should receive a confirmation email immediately after applying. If you haven’t received it, check your email spam folder and approve the sender address to ensure receipt of future communications. Information provided to Steno, such as professional credentials and skills, educational and work history, the results of technical skills assessments or working exercises, and other information that may be included on a resume or application, is collected and stored in our system. Still, we never disclose or sell your personal information.