Experience building operational infrastructures like CRM workflows and customer communication systems.
Data-driven with skills in analyzing product usage and building actionable dashboards.
Effective in managing offshore vendor teams while ensuring accountability and quality.
Excellent communication skills for articulating technical concepts to diverse audiences.
Ability to work independently in ambiguous environments, building processes from scratch.
Responsibilities
Lead and manage 6+ migrations weekly for SMB and Mid-Market customers from kickoff to go-live.
Coordinate offshore migration teams, conducting quality reviews and ensuring deliverables meet company standards.
Support high-potential customer accounts via dedicated Slack channels, troubleshooting and driving expansions.
Debug migration issues and develop custom scripts or technical solutions when required.
Maintain proactive customer communication during migrations, setting expectations and providing updates.
Collaborate with engineering and product teams to enhance features or address critical issues.
Design and implement CRM tracking and customer health score models with the Head of Post-Sales/CS.
Analyze and report on product metrics to inform strategies and optimize customer adoption.
Benefits
Competitive compensation and equity package.
Generous 20 days paid time off annually.
401k or RRSP options provided.
Monthly wellness stipend of $420.
Comprehensive health, dental, and vision coverage at 100%.
Complimentary Uber rides to and from work.
Provided free lunches and dinners for all employees.
Annual team offsite events, including trips to unique locations.
Full Job Description
What you'll work on here
Lead high-volume migrations: Own 6+ migrations per week for SMB and Mid-Market customers, serving as the technical quarterback from kickoff through go-live (10-12 day cycles)
Manage offshore migration team: Coordinate 60% of your time with our overseas vendor partners-assigning work, conducting quality reviews, and ensuring deliverables meet Mintlify standards
Support strategic fast-growing accounts: Dedicate 40% of your time to high-potential logos via dedicated Slack channels-providing technical troubleshooting, triaging feature requests, and driving onboarding for expansion use cases
Hands-on technical execution: Debug migration issues, write custom scripts, and build technical solutions when complexity requires direct engineering work
Customer communication: Maintain proactive communication throughout migrations (30% of time), setting expectations, providing updates, and building confidence in the process
Collaborate with engineering: Partner with product and engineering teams (10% of time) to prioritize and ship critical features or fixes that accelerate scaled customer success
Build customer health infrastructure: Work with the Head of Post-Sales/CS to design and implement CRM tracking systems, customer health score models, and operational dashboards for the scaled segment
Analyze and report on product metrics: Track adoption rates, feature usage, and migration metrics (completion rates, cycle time, CSAT) across your segment; surface insights to inform product and go-to-market strategy
Create weekly feature communication: Build and own a scalable system for communicating new features and product improvements to scaled customers on a weekly basis
Drive continuous improvement: Identify bottlenecks in scaled onboarding, build repeatable processes, and optimize workflows as customer volume grows
What you bring to the table
Technical depth: Strong proficiency in web technologies (HTML, CSS, JavaScript, Git) with ability to write code, debug issues, and architect technical solutions independently
High-volume execution: Track record of managing high-velocity technical implementations or onboarding programs in B2B SaaS; comfortable juggling 6+ concurrent projects
Systems thinking: Experience building operational infrastructure-CRM workflows, health scoring models, customer communication systems-ideally from 0 to 1
Data-driven mindset: Comfortable analyzing product usage data, building dashboards, and translating metrics into actionable insights
Vendor and stakeholder management: Comfortable coordinating distributed teams, running structured QA processes, and holding partners accountable to SLAs
Customer communication excellence: Can distill complex technical concepts for both technical and non-technical audiences; proactive and clear communicator across Slack, email, and video
Bias toward action: Comfortable working in ambiguity, building processes from scratch, and solving novel problems without waiting for perfect instructions
Bonus: Experience with documentation platforms (Docusaurus, GitBook, ReadMe, etc.), MDX, or static site generators; familiarity with customer success tools like Salesforce, Vitally, or ChurnZero
Company Benefits:
Competitive compensation and equity
20 days paid time off every year
401k or RRSP
$420/month wellness stipend
100% coverage for Health, dental, vision (within the US)
Free Ubers to and from the Mintlify office
Free lunch and dinners while working at the Mintlify office
Annual team offsite (previously went to Alaska, Hawaii)
