Customer Success Manager ensuring engagement and satisfaction of clients using behavioral health software solutions. Responsible for customer retention, satisfaction, and collaboration across departments.
About the role
- Customer Success Operations Associate supporting day-to-day operations of the Customer Experience organization at Wispr Flow, enhancing customer success through improved processes and documentation.
Responsibilities
- Maintain and Improve Customer Success Processes: Support the creation, updating, and maintenance of core customer success workflows.
- Document processes clearly and keep them up to date as product and team needs evolve.
- Identify gaps or inefficiencies and propose improvements.
- Own Runbacks, Documentation, and Playbooks: Manage and update runbacks after customer calls, projects, or support escalations.
- Keep internal playbooks organized, consistent, and accurate.
- Ensure TAMs and Support engineers have the latest information at their fingertips.
- Support Team Efficiency and Operational Hygiene: Monitor the health of internal systems, tasks, and follow-ups.
- Help organize data, notes, and customer insights to support TAMs.
- Ensure handoffs across Support, Success, and CX are clear and consistent.
- Partner Cross Functionally: Collaborate with the CX Lead to maintain operational excellence.
- Work with TAMs and Support Engineers to understand day-to-day needs.
- Coordinate with Product or Engineering when process updates are required.
Requirements
- Interest in customer success, operations, or workflow design.
- Strong organizational skills and attention to detail.
- Comfort documenting processes and creating structured, repeatable workflows.
- Clear written and verbal communication skills.
- A proactive mindset with the ability to spot inefficiencies and suggest improvements.
- Ability to work cross-functionally and support multiple stakeholders.
- Experience in Customer Success, Support, Operations, or an adjacent role (nice to have).
- Familiarity with tools like Notion, HubSpot, Zendesk, Intercom, or similar systems (nice to have).
- Experience working in SaaS environments or fast-moving teams (nice to have).
- Exposure to writing or maintaining playbooks, knowledge bases, or runbooks (nice to have).
Benefits
- Generous equity grant
- 401k matching
- Relocation bonus
- Health, vision, dental insurance
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