Customer Success Operations Manager

Interplay Learning sits at the intersection of EdTech, Virtual Reality, and Enterprise Software as it modernizes Learning Management & Content Systems throughout the skilled trade industries.

Since 2016, Austin-based Interplay Learning has been building better training, better careers and better lives for its customers and their employees.

Our award-winning online and VR training for the essential skilled trades, including HVAC, Plumbing, Electrical, Solar, Multi-Family Maintenance and Facilities Maintenance workforces, is scalable and more effective than traditional training methods. By leveraging immersive learning technology, Interplay’s customers are able to train and practice hands-on learning from a desktop, phone, tablet, or in virtual reality. The result is a highly trained employee who is job-ready in weeks, not years. 

Our digital experiential learning platform, SkillMill, conveniently turns any space into a training lab with its short video courses, 3D simulations, knowledge checks, coaching, community, and connectivity.

Recent accolades include recognition by Fast Company’s World Changing Ideas Awards in the Education, General Excellence, and On the Rise categories as well as the Built-In Best Places to Work in Austin award.

Interplay celebrates a year of accomplishments and what's next for 2024.

Awards & Recognition: 

• Backed by best-in-class VC’s, we are positioned for exciting growth
• Built-In, Best Midsize Places to Work In Austin 2023 & 2024
• Prestigious 2020 Innovation Award for SkillMill, our software platform
• Best in Business gold medal from Inc. Magazine in 2020
• Recognized by the Bill & Melinda Gates Foundation for our contribution to accelerating education innovation on our proprietary VOLT engine
• Virtual Reality is the next “Smartphone,” VR breakthrough has begun at the enterprise level

Position: Customer Success Operations Manager

The Customer Success (CS) Operations Manager is responsible for overseeing and improving the technology that supports our CS team of about 30 employees. This role is ideal for someone with experience working with software integrations, has a deep understanding of data, and a passion for making a positive impact. You will report to the Director of Customer Success Operations.

You will be responsible for developing and implementing processes that streamline the work of the CS team, ultimately providing our customers with a world-class experience.

Why this position:

• Meaningful, impactful work
• Mission-driven company
• Passionate, collaborative team 
• Drive business growth and customer loyalty
• Innovative product - EdTech, VR, AI

What you’ll do:

• Manage the existing Customer Success technology stack:
  • Support the ongoing integration between the CRM, Customer Success software, and Interplay’s proprietary platform.
  • Manage the Customer Success automations and workflows within the CRM and Customer Success software
  • Design and build the ideal configuration and layout for the Customer Success software
  • Repair data anomalies and integrations
  • Collect, analyze, and interpret data relating to the customer success team and their customers
  • Identify opportunities for process improvement and suggest new strategies that will lead to improved efficiencies in the utilization of these platforms
  • Develop digital dashboards representing the metrics relevant to multiple audiences, from the customer success team to the Executive and Board levels
  • Integrate the needs of the Customer Success Account Managers, fueling efficiency and supporting their work
  • Report on Customer Success data for cross-functional teams as needed
  • Empower the Customer Success team in making data-driven decisions
  • Research, recommend, and implement AI into Customer Success Operations

Who You Are:

• Data-Driven: Analytical, detail-oriented, slicer-and-dicer able to collect, organize, analyze, and disseminate significant