The Role:
The Manager, Customer Success - Operations has primary responsibility for long-term success and retention of current partnerships by utilizing scaled customer success tactics to provide customer service to Meazure Learning's customers. To accomplish this, the Manager Customer Success - Operations will develop strategies for engaging customers to optimize customer experience and help them achieve successful outcomes with Meazure Learning via CRM tools, data tracking, and scaled service with the Account Services Team.
The Responsibilities:
- Manage customer success model with Account Services Team to improve customer retention, satisfaction, and product adoption across low- and mid-tier customer segments.
- Lead the Customer Education Team with a focus on developing proactive, value-added educational resources and enablement assets for both internal teams and customers.
- Own and manage customer health tracking, engagement activities, and customer success workflows within Totango.
- Work on strategic initiatives that support the OneMeazure strategy to standardize and streamline operations across the entire Customer Success organization.
- Oversee key customer success metrics including retention, adoption, customer satisfaction, engagement, and operational performance.
- Provide data-driven insights and recommendations to leadership teams to improve customer outcomes and operational effectiveness.
- Support the continued evolution of customer experience frameworks, including onboarding, lifecycle management, customer health scoring, and risk management strategies.
The Desired Attributes:
- Approximately 5+ years of experience in Customer Success, Customer Operations, or a related customer-facing role.
- Strong written and verbal communication skills with the ability to engage effectively across teams and customer audiences.
- Technical aptitude with proficiency in web-based applications, Google Workspace, and Microsoft Office Suite.
- Strong organizational and prioritization skills with the ability to manage multiple initiatives, customer relationships, and operational responsibilities simultaneously.
- Strong execution mindset with the ability to develop scalable solutions and operational strategies.
- Comfortable using data and metrics to drive decisions, measure impact, and communicate recommendations.
- Skilled at troubleshooting and problem-solving using a logical and systematic approach.
- Demonstrated professionalism, empathy, patience, and strong interpersonal judgment.
Preferred Attributes:
- Totango, Salesforce, and PowerBI knowledge, experience or expertise
- Zendesk knowledge and ticket management
The Benefits:
- Competitive base salary
- Generous 401(k) plan with immediate vesting (100% of first 3%, 50% of next 2%)
- BCBS Health, Dental & Vision Insurance with substantial employer contributions
- Flexible time off policy
- Ongoing professional development opportunities
- Remote and hybrid-first work environment
- A mission-driven culture with supportive, high-performing colleagues
Learn more at www.meazurelearning.com
