Customer Success Manager – Contract 9-12 months

About the role

We’re looking for a Customer Success Manager to be the operational backbone of our Customer Experience (CX) team. The role is critical and at the front line with our customers as we scale into a new and exciting product direction for this winter. We’re looking for you to run the CS team and drive us forward. This is a cross-functional role for someone who loves building systems that make teams run smoothly – combining CRM operations, people operations, HR systems ownership, and office and events coordination.

What you’ll do

• Knowledge management & CRM performance
• Govern CRM usage across the CX team – setting data quality standards, enforcing hygiene protocols and tracking performance
• Collaborate with CX Managers to spot knowledge gaps and turn them into new or updated knowledge base articles
• Monitor self-serve metrics and use the insights to reduce repeat contacts and escalations
• Define and manage quality-of-service standards across email, chat and phone, including response-time SLAs and CSAT benchmarks
• Lead regular audits of knowledge base content and CRM workflows, retiring stale material and improving search relevance
• Identify tooling improvements and champion adoption of features that make agents more efficient and customers happier
• People operations
• Manage our intern program end to end – onboarding, day-to-day support, performance check-ins and offboarding
• Own our HR platform (Rippling): automating holiday requests, approvals, and balance tracking; configuring rota templates and scheduling workflows; streamlining hiring and onboarding sequences; and automating performance review admin and reminders
• Review and publish team rotas to ensure strong coverage across peak and off-peak periods
• Oversee holiday scheduling to balance employee wellbeing with business continuity
• Office & events coordination
• Run day-to-day US office operations for the new office and accommodation we’re opening this year in Park City
• Plan and deliver internal team events, mostly in the form of offsites, on budget and on time
• Gather post-event feedback to keep improving the employee experience

What success looks like

• Efficiency: reclaiming significant time currently lost to manual HR and scheduling work through automation
• Coverage: consistently strong schedule coverage during peak periods
• Team satisfaction: a healthy employee NPS, reflecting a well-run, well-supported team
• Self-service: a high share of customer enquiries resolved through the knowledge base without agent contact
• Responsiveness & quality: meeting response-time SLAs and high CSAT across channels, with time-to-resolution improving year over year
• Events: high event satisfaction scores, delivered within budget

What we’re looking for

• A people-first mindset: you care about both customer outcomes and team culture
• Experience in customer experience, support operations, people operations, or a similar cross-functional operations role
• Experience managing interns or junior team members
• A track record of owning and improving processes: you spot manual, repetitive work and automate it
• Hands-on experience with an HR platform (Rippling a plus) and/or CRM and support tooling
• Comfort working with data and metrics to drive decisions and demonstrate impact
• Strong organisational and project-management skills, with the ability to juggle people, systems and events at once
• Excellent communication and stakeholder-management skills, especially partnering with managers
• Event and/or office coordination experience, with an eye for logistics and budgets
• Experience scaling operations through periods of team or regional growth

What we offer

• Competitive salary and bonus
• Opportunity for accommodation in our Park City accommodation
• A ski pass for local mountains

How to apply

Please apply through our website. In your covering letter, please include:

• Why you think you are a good fit for this role
• A description of your skiing experience