Customer Success Operations Manager

WHO WE ARE

SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.

Founded in 2015, SQUIRE is trusted by barbers in 3,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.

For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.

SUMMARY

We are looking for a collaborative, data-driven and creative problem-solver who loves diving into the details.  The ideal candidate will possess deep expertise in business processes across the customer lifecycle, strong leadership skills with the ability to influence decision-making, and a track record of playing a pivotal role in successful transformations.  

In this role, you will strategically build systems, processes and tools to create best-in-class customer experiences in partnership with the Sr. Revenue Operations Manager (Marketing & Sales). Your expertise will be pivotal in influencing SQUIRE’s growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale. 

This role is 100% remote and can be located anywhere in the US.

REPORTS TO

This position reports to the Senior Manager of Revenue Operations

JOB DUTIES AND RESPONSIBILITIES

• In-depth knowledge of Salesforce architecture, data model and platform capabilities and the ability to successfully perform advanced systems administrative functions, including automation, workflows, approvals, security, validation rules, and process development, specifically around Service Cloud

• Proactively design and implement technical solutions that align with a tool’s best practices; optimize existing setup and processes to better support the business and drive a best-in-class customer experience

• Help drive business decisions for SQUIRE’s customer onboarding, success, support and growth at scale using process optimization and technology

• Architect seamless integrations between Salesforce and other tools utilized by teams

• Define, document, and develop a roadmap to support a scaling business

• Monitor system usage and triage technical errors as needed

• Improve data quality throughout systems and develop processes to drive improved data quality throughout the customer lifecycle

• Evaluate, recommend, deliver and manage new technologies and identify opportunities to improve existing systems and processes within our GTM tech stack, including SFDC, ChurnZero and others 

• Identify process automation, working with cross-functional teams to drive these initiatives, such as Sales, Marketing, Product and Finance

The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.

PREFERRED EXPERIENCE AND QUALIFICATIONS 

• 5+ years of experience in customer success operations, preferably in the SaaS or FinTech industry

• Experience optimizing post-sale processes via process engineering, software and tools, such as Salesforce, ChurnZero (customer onboarding, success, support and account management) 

• Exceptional communication, project management, collaboration, and influencing skills with the ability to influence and persuade stakeholders of a point of few and prepare thoroughly for critical questions

• Proactively analyze, recommend improvements and communicate efficiency and effectiveness of CS operations to CS leadership

• Detailed oriented, organized and have an eye for detail - particularly in the context of building complicated business systems and seeing longer-term implications of certain decisions 

• Ongoing communication, enablement, and governance of existing and new processes impacting CS organization, customers, and cross-functional partners (sales, product, marketing)

WHAT WE OFFER

- Base Salary of $130,000 - $150,000

- New hire stock grant

- 100% employer paid medical/dental/vision insurance for you and your dependents

- 401K plan with company contribution

- Generous PTO and Parental Leave policies

- 100% remote

SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.