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.

Responsibilities

• 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.

Qualifications

• 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.

Benefits

• Competitive salary and bonus

• Opportunity for accommodation in our Park City accommodation

• A ski pass for local mountains