Customer Success Operations Manager

AltScore is seeking a driven and detail-oriented Customer Success Operations Manager to support the scaling and efficiency of our Customer Success (CS) function. In this role, you will work closely with the Head of Customer Success, acting as a strategic partner to optimize processes, systems, and tools that drive customer success outcomes. This is an exciting opportunity to build the foundation of a scalable and data-driven CS organization.

We are looking for someone who can streamline operations, design efficient workflows, and ensure our team has the right tools to deliver exceptional customer experiences. You’ll have the chance to work on both strategic and operational initiatives, contributing to the long-term success of the CS team.

Responsibilities:

• Operational Excellence: Design and implement scalable processes and workflows for customer onboarding, account management, and support that enhance team efficiency and customer outcomes.
• Data-Driven Insights: Develop metrics, dashboards, and reporting tools to track customer health, retention, and other key performance indicators. Provide actionable insights to the CS team.
• Technology & Tools: Manage the selection, implementation, and optimization of CS tools (e.g., CRM, customer support platforms) to improve team performance and customer engagement.
• Process Development: Collaborate with cross-functional teams (Product, Sales, etc.) to ensure smooth handoffs, data integrity, and alignment across customer touchpoints.
• Customer Advocacy: Analyze customer feedback and usage data to identify trends and inform product improvements and CS strategies.
• Support Strategic Initiatives: Assist the Head of Customer Success in executing on key projects to drive customer retention, satisfaction, and growth.

Mentorship & Team Building: Play a key role in onboarding, training, and supporting new CS team members, contributing to a data-driven, customer-centric culture.

Qualifications:

• 3+ years of experience in customer success, account management, or a related role, preferably in a Enterprise SaaS environment.
• Bilingual (Spanish and English): Fluent in both languages and comfortable working with clients across Latin America.
• Hands-On & Detail-Oriented: Willing to dive into day-to-day tasks while also contributing to the long-term development of processes and strategies.
• Ambitious & Eager to Grow: Excited about taking on new challenges and growing into a leadership role.
• Strong Relationship Builder: Capable of building trust and rapport with customers and internal teams.
• Problem Solver: Creative in resolving customer challenges while staying calm under pressure.

• Base Salary: $2,500 - $5,000 USD per month, depending on experience.
• Performance Bonus: Up to 15% of base salary, tied to individual and company performance.
• Employee Stock Ownership Plan (ESOP): All employees are eligible from day one.
• Unlimited PTO: We encourage taking at least 3-4 weeks off per year to maintain a healthy work-life balance.

Remote: AltScore is a fully remote company, allowing flexibility to work from anywhere.