Customer Success Manager - Contract 9-12 months

Carv•Park City, UT

1d•Onsite

About The Position

This is a contract role for 9-12 months. The Customer Success Manager will be responsible for knowledge management, CRM performance, people operations, and office & events coordination. The role focuses on improving efficiency through automation, ensuring strong team coverage, enhancing team satisfaction, driving customer self-service, and maintaining high responsiveness and quality in customer interactions. Success will be measured by efficiency gains, consistent coverage, team satisfaction (NPS), self-service resolution rates, meeting SLAs and improving time-to-resolution, and successful event delivery within budget.

Requirements

A people-first mindset.
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, with a focus on automation of manual, repetitive work.
Hands-on experience with an HR platform and/or CRM and support tooling.
Comfort working with data and metrics to drive decisions and demonstrate impact.
Strong organizational and project-management skills.
Excellent communication and stakeholder-management skills, particularly in partnering with managers.
Event and/or office coordination experience, with attention to logistics and budgets.
Experience scaling operations through periods of team or regional growth.

Nice To Haves

Hands-on experience with Rippling (HR platform).
A description of your skiing experience (requested in cover letter).

Responsibilities

Govern CRM usage across the CX team, setting data quality standards, enforcing hygiene protocols, and tracking performance.
Collaborate with CX Managers to identify knowledge gaps and create new or updated knowledge base articles.
Monitor self-serve metrics to reduce repeat contacts and escalations.
Define and manage quality-of-service standards for email, chat, and phone, including response-time SLAs and CSAT benchmarks.
Lead regular audits of knowledge base content and CRM workflows.
Identify tooling improvements and champion the adoption of features that enhance agent efficiency and customer satisfaction.
Manage the intern program end-to-end, including onboarding, daily support, performance check-ins, and offboarding.
Own the HR platform (Rippling) for automating holiday requests, approvals, balance tracking, configuring rota templates, scheduling workflows, streamlining hiring and onboarding, and automating performance review administration.
Review and publish team rotas to ensure adequate coverage during peak and off-peak periods.
Oversee holiday scheduling to balance employee wellbeing with business continuity.
Manage day-to-day US office operations for a new office and accommodation in Park City.
Plan and deliver internal team events, primarily offsites, within budget and on time.
Gather post-event feedback to continuously improve the employee experience.