About the role:

We’re looking for a Customer Success Operations Manager to help shape the future of customer success at Tempo. As we scale to serve our customers across all segments, we’re building a digital customer journey from the ground up. You will play a critical role in designing and operationalizing the systems, data flows, and processes that empower our Customer Success team to deliver exceptional value at scale.

This is a highly cross-functional role requiring collaboration across Product, Marketing, Sales, Support, and RevOps. You’ll work at the intersection of data, systems, and strategy—leveraging tools like Planhat, Salesforce (SFDC), and a range of digital technologies to drive efficiency, insights, and automation.

What you’ll do:

Design and Operationalize the Digital CS Journey
Build scalable engagement models, playbooks, and digital touchpoints across the entire customer lifecycle—from onboarding to renewal and advocacy.
Develop digital-first customer engagement strategies that support high-volume longtail accounts.
Own CS Tech stack and Tooling
Administer and optimize our CS platforms (Planhat, SFDC), ensuring data accuracy, automation, and system integration.
Evaluate and implement new digital tools, including AI technologies and in-app customer engagement solutions.
Customer Community and Self-Service Strategy
Lead operational strategy for customer communities and knowledge-sharing platforms to drive peer-to-peer support, product education, and advocacy.
Integrate community engagement insights into broader CS programs and lifecycle strategies.
Drive Cross-Functional Collaboration
Collaborate with Product, Marketing, Sales, Support, and RevOps to align on key customer touchpoints, data flows, and shared KPIs.
Facilitate CS feedback loops that influence product roadmap and GTM strategy.
Data, Insights & Reporting
Build dashboards to monitor customer health, engagement, churn signals, and lifecycle stage progression.
Deliver insights that inform proactive retention strategies and digital interventions.
Process Optimization
Standardize and improve CS processes across customer segments, focusing on automation, personalization at scale, and digital enablement.
Design and maintain scalable onboarding, adoption, and renewal workflows for a high-volume customer base.

What Success Looks Like:

A scalable, digital-first customer journey that supports customer across all segments
Unified systems and processes across all customer-facing teams, enabling seamless collaboration
High customer satisfaction, retention, and advocacy driven by proactive, insight-led engagement
A thriving customer community and robust self-service infrastructure

Who you are:

5+ years of experience in Customer Success Operations, RevOps, or equivalent roles at SaaS companies
Experience building digital CS programs from the ground up
Strong familiarity with Planhat, Salesforce (SFDC), and other digital CS tools
Proven track record implementing AI-driven solutions and in-app engagement strategies
Hands-on experience operating and optimizing customer communities and self-service platforms
Excellent collaboration skills with the ability to drive alignment across multiple departments
Strong analytical mindset with the ability to translate data into strategic recommendations

Why Join Tempo?

Impact: Work on meaningful products that empower enterprise users and improve productivity.
Innovation: Be part of a culture that values creativity and innovation, with opportunities to make a real impact.
Collaboration: Join a supportive, collaborative UX team that values openness, communication, and a continuous learning environment.
Growth: Opportunities for professional development, including conferences, courses, and mentorship.

What's In It For You (Org-wide) -

Remote First work environment
Unlimited vacation in most of our locations!!
Great benefits including health, dental, vision and savings plan.
Perks such as training reimbursement, WFH reimbursement, and more.
Diverse and dynamic teams with challenging and exciting work.
An opportunity to have a real impact on our business.
A great range of social activities (both in person and virtual).
Optional in person meet-ups and the ability to travel to our international offices
Employee referral program
And so much more!

Note: As our hiring teams are global, please submit your resume in English only

Customer Success Operations Manager

Anywhere in the world

Remote

Senior

Tempo Software