Customer Success Operations Manager

Customer Success Operations Manager (Remote) 

Full-Time, Remote / Salary, Exempt / Includes Benefits, PTO, Flexible Schedule, Equity

Steno is growing! We’re looking for a Customer Success Operations Manager to join our winning team, which is revolutionizing the court reporting industry every single day. We’re a diverse team from all over the country (and beyond) and we’re crazy about redefining the boundaries of an outdated industry.

In this role, you will be instrumental in driving operational excellence and strategic growth across our Customer Success organization. Your primary responsibilities will include designing and optimizing processes, coordinating cross-functional initiatives between customer success and product teams, and powering the data-driven systems and programs that underlie our fast-paced, high-impact customer experience strategy.

Who are you?

We're hiring an Operations Manager to drive operational excellence and strategic initiatives across our Customer Success organization. This role is ideal for someone who thrives at the intersection of data, process design, and cross-functional collaboration. Your primary responsibilities will include designing and optimizing processes, coordinating initiatives between customer success and product teams, and implementing the data-driven systems and programs that support our customer experience strategy.

On a regular basis you will 

• Lead departmental programs and strategic initiatives designed to improve client experience and drive operational efficiency, while facilitating cross-departmental collaboration and managing stakeholder relationships to drive consensus and outcomes.
• Serve as the operational liaison between customer success teams and product/engineering, translating operational pain points into product requirements and feature requests that inform product strategy.
• Define and improve processes and workflows by identifying bottlenecks and creating scalable, data-backed solutions that enhance team productivity.
• Manage pilot programs for new service offerings, operational models, or technology implementations, establishing success criteria and measurement frameworks to validate new approaches.
• Own the configuration and optimization of Customer Success tools (including Zendesk, Looker, CRM, and related GTM platforms) to ensure data accuracy, workflow automation, and reporting efficiency.
• Lead change management initiatives for operational transformations, including stakeholder communication, training development, and adoption tracking to ensure smooth transitions.
• Develop and monitor KPIs to evaluate the success of strategic initiatives and operational processes, while analyzing client health and program performance metrics to make actionable recommendations.
• Provide team-level and individual-level dashboards to drive desired habits and results, empowering teams with visibility into key performance indicators.
• Maintain high quality templates, best practices, and documentation of programs and processes within our knowledge base to support organizational learning and consistency.

You’re gonna crush it if

• You have 5+ years of experience in Consulting, Project/Program Management, or Post-Sales Operations roles, with a proven track record of driving results in fast-paced environments.
• You thrive in high-growth startup environments with a bias for action and iteration, comfortable navigating ambiguity and moving quickly to test and learn.
• You have a demonstrated understanding of process design and project management, with the ability to identify inefficiencies and implement improvements.
• You are proficient in Excel/Google Sheets and BI tools (such as Looker or Tableau) for data analysis and visualization, and you can turn raw data into actionable insights.
• You have hands-on experience with go-to-market ticketing and CRM systems like Zendesk, Hubspot, or similar platforms.
• You leverage data for problem-solving and have a knack for delivering data-driven insights that inform executive decision-making.
• You possess strong communication skills with the ability to influence and align cross-functional stakeholders toward common goals.

Compensation & Benefits

• Salary - $100,000 - $130,000
• Health, Vision, & Dental Benefits - generous company-sponsored health plans for both employees and dependents, including comprehensive vision & denta