CS Ops. Manager

Need a fresh start toward an inspiring career?

We are a company that believes you can 10x your career and skill set here because we have done so ourselves - the proof is in the pudding!

Our founding team started their careers in the heart of the service industry, working tirelessly providing for both their families and their customers, all while going to school and pursuing new opportunities. Like so many others, they were feeling undervalued, underappreciated and underpaid… until… *BAM* they realized they had all the power within themselves to do something about it in a BIG way.

At Edge, our Mission is to help businesses grow by enabling employees to maximize their earnings

We have already helped 5k companies and their 110k employees serve over 67 million customers, generate over 3 million online reviews, and earn over $4 million in cash rewards! We are talking the talk AND walking the walk, and now we are in need of some LuckyAF and Tenacious humans to join us!

Base = $80k - $100k

About the Role

As the backbone of our Customer Success team, you’ll ensure operational excellence by owning data integrity, process enforcement, and churn prevention. You’ll bridge the gap between CSMs and systems, leveraging HubSpot, reporting tools, and SOPs to drive efficiency and accountability.

Core Responsibilities

1. Churn & Data Governance (40%)

• Monthly Churn Audits:
  • Verify HubSpot fields (churn reasons, dates) and deactivate locations per churn dates.
  • Investigate and document Non-Starter accounts, ensuring accurate root-cause analysis.
• Trend Analysis:
  • Generate end-of-month churn/non-starter reports to identify industry/departmental patterns.
  • Partner with leadership to recommend process fixes (e.g., onboarding gaps).

2. Onboarding & Workflow Compliance (30%)

• Process Adherence:
  • Audit new location onboarding to ensure 100% completion (checklists, HubSpot updates).
  • Validate CSM check-ins are completed and Gradesheet assignments are accurate.
• Frozen Account Recovery:
  • Proactively re-engage churned accounts with tailored revival protocols.

3. Process Optimization & Training (30%)

• Toolkit Development:
  • Build and maintain internal dashboards (e.g., team efficiency metrics).
  • Create Loom tutorials/SOPs for CSMs (e.g., HubSpot updates, churn documentation).
• Team Accountability:
  • Enforce process compliance through audits and targeted coaching sessions.
  • Lead monthly training on new/updated workflows.

Qualifications

Non-Negotiables

• 3 years in CS Ops, Revenue Ops, or Sales Ops (SaaS/retail tech preferred).
• Expert in HubSpot (fields, reporting, workflows) and Google Suite/Excel (pivot tables, VLOOKUPs).
• Obsessive attention to data accuracy and process minutiae (e.g., date fields, dropdown values).
• Proven ability to hold teams accountable without direct authority.

Differentiators

• Experience with POS integrations or multi-location client management.
• Certification in HubSpot or other CS platforms.

Why Join?

• Impact: Your work directly reduces churn and scales the CS team’s efficiency.
• Ownership: Build the playbooks that define our ops excellence.
• Visibility: Collaborate with RevOps, Product, and Executive teams.

What You Need to Succeed:

• Energy!! Grit!!
• HUNTER mentality
• Tech savvy required - experience with Hubspot and Intercom heavily preferred
• Experience identifying where the product can impact the client
• Excellent written and verbal communication skills
• Ability to proactively identify problems and provide solutions
• Self-sufficient AND a team player
• Ability to navigate start-up life - we’re on a wild ride and only the FEARLESS will win!

Benefits:

• Full Medical, Dental, and Vision Health Benefits
• Unlimited PTO
• 401k with various investment options
• BYOD! Work on your own laptop/gear, no need to learn a whole new product!
• Option to work in office (Elk Grove, CA) OR remotely across the USA

Feel like you’ve found your people? Apply now!

Edge 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.

Salary : $80,000 - $100,000