AltScore is seeking a driven and detail-oriented Customer Success Operations Manager to support the scaling and efficiency of our Customer Success (CS) function. In this role, you will work closely with the Head of Customer Success, acting as a strategic partner to optimize processes, systems, and tools that drive customer success outcomes. This is an exciting opportunity to build the foundation of a scalable and data-driven CS organization.

We are looking for someone who can streamline operations, design efficient workflows, and ensure our team has the right tools to deliver exceptional customer experiences. You’ll have the chance to work on both strategic and operational initiatives, contributing to the long-term success of the CS team.

Responsibilities:

• Operational Excellence: Design and implement scalable processes and workflows for customer onboarding, account management, and support that enhance team efficiency and customer outcomes.
• Data-Driven Insights: Develop metrics, dashboards, and reporting tools to track customer health, retention, and other key performance indicators. Provide actionable insights to the CS team.
• Technology & Tools: Manage the selection, implementation, and optimization of CS tools (e.g., CRM, customer support platforms) to improve team performance and customer engagement.
• Process Development: Collaborate with cross-functional teams (Product, Sales, etc.) to ensure smooth handoffs, data integrity, and alignment across customer touchpoints.
• Customer Advocacy: Analyze customer feedback and usage data to identify trends and inform product improvements and CS strategies.
• Support Strategic Initiatives: Assist the Head of Customer Success in executing on key projects to drive customer retention, satisfaction, and growth.

Mentorship & Team Building: Play a key role in onboarding, training, and supporting new CS team members, contributing to a data-driven, customer-centric culture.