Note: The job is a remote job and is open to candidates in USA. EvenUp is on a mission to close the justice gap using technology and AI. They are seeking a Staff Operations Manager, Customer Success to help scale the operational engine behind their Customer Success organization, partnering closely with leadership to design systems and processes that enhance customer support and growth.

Responsibilities

• Partner closely with Customer Success leadership to build and scale operational processes that support onboarding, retention, renewals, and customer growth
• Develop and maintain reporting, dashboards, and performance metrics that provide visibility into key customer success KPIs such as retention, expansion, customer health, and adoption
• Lead cross-functional initiatives that improve the post-sales customer journey, collaborating with teams across Revenue Operations, Sales, Product, Finance, and Data
• Own and optimize the Customer Success technology stack, ensuring strong data integrity and effective workflows across systems such as Salesforce, customer success platforms, and BI tools
• Write and analyze SQL queries to extract, validate, and model data that drives business decisions and operational improvements
• Drive initiatives forward with a founder mentality: take ownership, push projects to completion, proactively solve problems, and make decisions with minimal instruction
• Identify opportunities to improve operational efficiency through automation, process improvements, and new tooling that enables the Customer Success organization to scale

Skills

• 10-12 years of experience in Customer Success Operations, Revenue Operations, or Sales Operations, preferably in a high-growth SaaS environment
• Strong analytical skills, with hands-on experience building dashboards, reporting, and data models that inform business decisions. SQL proficiency is required
• Proven ability to lead cross-functional initiatives and drive operational improvements in a fast-paced environment
• A systems-oriented, problem-solving mindset with strong communication skills and the ability to translate data into actionable insights for business stakeholders
• Demonstrated 'get it done' mentality: you can independently push through challenges, take ownership of projects, and ensure deliverables are completed efficiently without needing constant guidance
• Hands-on experience with CRM and operational tools such as Salesforce, BI platforms, and customer success systems (e.g., Gainsight, Vitally, or similar)

Benefits

• Choice of medical, dental, and vision insurance plans for you and your family.
• Additional insurance coverage options for life, accident, or critical illness.
• Flexible paid time off, sick leave, short-term and long-term disability.
• 10 US observed holidays, and Canadian statutory holidays by province.
• A home office stipend.
• 401(k) for US-based employees and RRSP for Canada-based employees.
• Paid parental leave.
• A local in-person meet-up program.
• Hubs in San Francisco and Toronto.
• Please note the above benefits & perks are for full-time employees

Company Overview