Managing CRM platforms and proposing customer - focused strategies for projects at Mercantil. Collaborating with teams for implementation and enhancements in a dynamic banking environment.
About the role
- Customer Success Operations Manager assisting in operational processes for EvenUp's tech-driven justice solutions. Partnering with leadership to enhance customer success metrics and initiatives.
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.
Requirements
- 8+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, or a related operational role 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
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