Customer Success Manager

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. Were 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 were 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 budgets.
• Experience scaling operations through periods of team or regional growth.

What we offer

• Competitive salary and bonus
• Opportunity for accommodation in our Park City accommodation
• A ski pass for local mountains

How To Apply

Please apply below. In your covering letter, please include:

• Why you think you are a good fit for this role.
• A description of your skiing experience.

PI1ca6d5e0f168-26289-40903500