Customer Success Manager - Contract 9-12 months

**Full-time contract, 9-12 months. Immediate start date.** Location: Park City, Utah. 5 days in office per week, with some weekends. **About the role** We're looking for a Customer Success Manager to be the operational backbone of our Customer Experience (CX) team. The role is critical and at the front line with our customers as we scale into a new and exciting product direction for this winter. We’re looking for you to run the CS team and drive us forward. This is a cross-functional role for someone who loves building systems that make teams run smoothly - combining CRM operations, people operations, HR systems ownership, and office and events coordination. Your work will directly shape both the experience of our customers and the day-to-day experience of the people who serve them. ## **What you'll do** **Knowledge management & CRM performance** - Govern CRM usage across the CX team - setting data quality standards, enforcing hygiene protocols and tracking performance. - Collaborate with CX Managers to spot knowledge gaps and turn them into new or updated knowledge base articles. - Monitor self-serve metrics and use the insights to reduce repeat contacts and escalations. - Define and manage quality-of-service standards across email, chat and phone, including response-time SLAs and CSAT benchmarks. - Lead regular audits of knowledge base content and CRM workflows, retiring stale material and improving search relevance. - Identify tooling improvements and champion adoption of features that make agents more efficient and customers happier. **People operations** - Manage our intern program end to end - onboarding, day-to-day support, performance check-ins and offboarding. - Own our HR platform (Rippling): automating holiday requests, approvals, and balance tracking; configuring rota templates and scheduling workflows; streamlining hiring and onboarding sequences; and automating performance review admin and reminders. - Review and publish team rotas to ensure strong coverage across peak and off-peak periods. - Oversee holiday scheduling to balance employee wellbeing with business continuity. **Office & events coordination** - Run day-to-day US office operations for the new office and accommodation we’re opening this year in Park City - Plan and deliver internal team events, mostly in the form of offsites, on budget and on time. - Gather post-event feedback to keep improving the employee experience. ## **What success looks like** In your first year, you'll be measured on outcomes like: - **Efficiency:** reclaiming significant time currently lost to manual HR and scheduling work through automation. - **Coverage:** consistently strong schedule coverage during peak periods. - **Team satisfaction:** a healthy employee NPS, reflecting a well-run, well-supported team. - **Self-service:** a high share of customer enquiries resolved through the knowledge base without agent contact. - **Responsiveness & quality:** meeting response-time SLAs and high CSAT across channels, with time-to-resolution improving year over year. - **Events:** high event satisfaction scores, delivered within budget. ## **What we're looking for** - **A people-first mindset: you care about both customer outcomes and team culture.** - Experience in customer experience, support operations, people operations, or a similar cross-functional operations role. - Experience managing interns or junior team members. - A track record of owning and improving processes: you spot manual, repetitive work and automate it. - Hands-on experience with an HR platform (Rippling a plus) and/or CRM and support tooling. - Comfort working with data and metrics to drive decisions and demonstrate impact. - Strong organisational and project-management skills, with the ability to juggle people, systems and events at once. - Excellent communication and stakeholder-management skills, especially partnering with managers. - Event and/or office coordination experience, with an eye for logistics and bud…