Customer Success & Operations Manager

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Customer Success & Operations Manager

Customer Success & Operations Manager

• Act as the operational “owner” of our App on a day-to-day basis.
• Coordinate between customers, support, sales, product developement, and the CEO.
• Ensure users are onboarded well, their issues are resolved, and feedback is continuously fed back into the product.
• Help build processes, reports, and rhythms so the business runs smoothly without constant founder intervention.

full-time, work-from-office

Customer Success & Support

• Own the end-to-end

  customer experience

  for our new app, from onboarding to ongoing usage.
• Handle and oversee customer queries, support tickets, and escalations; ensure timely and high-quality responses.
• Understand customer use cases (ESP, volume, types of campaigns) and guide them on how best to use our app.
• Work closely with our deliverability experts to translate complex issues into simple, clear guidance for customers.
• Identify at-risk accounts early and coordinate actions to retain them.

Operations & Coordination

• Coordinate between

  support, sales, product, and engineering

  to ensure smooth execution.

Maintain and improve internal processes for:

• Capturing and tracking customer feedback
• Escalation and bug reporting
• Release communication and change logs

weekly and monthly reports

• Key customer issues and patterns
• Feature requests and product improvement ideas
• Support KPIs (response time, resolution time, ticket volume)

Process Building

• Help set up and refine playbooks for onboarding, support, and customer communication.
• Work with the CEO to define and track basic business & customer metrics (active users, churn signals, usage trends).
• Suggest and implement improvements to tools and workflows used by the team (ticketing, CRM, documentation, etc.).

• 5-7 years

  of experience in

  SaaS

  (preferably B2B), with strong exposure to:
• Customer Success
• Customer Support
• Operations / coordination roles
• Experience in

  email marketing / email deliverability / martech / ESP / digital marketing / email SaaS

  is

  highly preferred

  .
• Prior experience working closely with product and engineering teams is a strong plus.
• Comfortable in a

  startup or early-stage environment

  (ambiguity, fast iterations, hands-on work).

• Excellent written and verbal communication skills

  in English – this is critical.
• Strong

  customer empathy

  – ability to listen, understand pain points, and respond clearly.
• Solid

  organizational and coordination skills

  – you enjoy keeping things moving and closing loops.
• Ability to

  create and maintain complex reports

  (Excel/Sheets, canva presentations, dashboards).

Basic understanding (or willingness to learn) of:

• Email deliverability basics (SPF, DKIM, DMARC, blocklists, inbox placement)
• Email marketing workflows and terminology
• Proactive, ownership mindset – you don’t just pass on problems, you help drive them to resolution.

• Opportunity to join

  early

  in the journey of a niche SaaS product with real global potential.
• Close collaboration with the founder and senior industry experts.
• A role with genuine ownership, you will be the operational backbone for our new app.
• Competitive salary based on experience and market standards.
• A focused, learning-driven environment where your inputs directly shape the product and the company.

Note: The final stage of our hiring process may include a short, role-relevant written assessment (to be given in person) test to understand your decision-making and working style. This helps us ensure mutual fit.

If you’re excited about email, SaaS, and building something meaningful from the ground up, and you enjoy being the person who makes sure things actually happen, we’d love to talk to you.