Senior Customer Success Operations

Senior Customer Success Operations

Title: Senior Customer Success Operations (CS Ops)
Reports To: Christine LaFrance O’Byrne (Head of Customer Success)
Location: Draper, UT (hybrid) or Remote

About the Role
Jump is hiring a Senior Customer Success Operations leader to scale our CS systems, insights, and processes through our next phase of growth. You'll partner closely with CS, RevOps, and Product to ensure our team can deliver measurable value to Financial Services customers—driving adoption, retention, and expansion.

This is a mission-critical role for a systems thinker who thrives in fast-paced environments, loves solving operational problems, and can move from strategy to execution quickly. You'll be the engine behind our customer success platform, data workflows, and automation strategies.

What You'll Do

• Own and administer Jump’s Customer Success Platform (evaluation in progress) across scaled, mid-market, and enterprise segments

• Partner with RevOps to manage CS data, reporting, and pipeline hygiene in Salesforce

• Operationalize the CS roadmap through scalable, repeatable systems and processes

• Build dashboards and reports for GRR, NRR, product adoption, and customer health

• Identify and resolve friction in onboarding, renewal, and expansion workflows

• Pilot AI tools and automation to improve CSM efficiency and digital engagement

• Design and run A/B tests that connect CS initiatives to customer and revenue outcomes

• Collaborate cross-functionally with CS, Product, Marketing, and Ops to drive impact

• Develop internal documentation and training to scale tool and process adoption

• Help shape CS best practices as we scale—building the foundation for Jump to lead the category

About You

• 3-5+ years in CS Ops, RevOps, or Sales Ops at a SaaS company

• Proficient with CS platforms (Gainsight, Planhat, ChurnZero, etc.)

• Deep Salesforce expertise (reporting, workflow automation, data hygiene)

• Analytical, with a track record of using insights to drive business outcomes

• Experience with A/B testing and digital engagement measurement

• Cross-functional operator with strong collaboration skills

• Understanding of CSM workflows and customer lifecycle (bonus: past CSM experience)

• Curious about AI and automation tools that support scale and impact

• Highly organized, systems-minded, and thrives in a high-velocity startup environment

Jump Benefits

• Competitive salary and equity

• Full health, dental, and vision insurance

• 401(k) with company match

• Generous parental leave

• Flexible vacation policy