Customer Success Operations Manager

Miter is a leading HCM (Human Capital Management) platform designed for the $2 trillion construction industry. Miter simplifies construction workforce management, payroll, HR, and expense management, enabling contractors of all sizes to focus on growing their businesses. Miter is growing rapidly and backed by leading venture capital firms including Bessemer and Coatue. 

In Customer Success Operations, you will be responsible for developing and implementing strategies to improve customer experience, through a focus on reporting, and implementing self-serve and automated solutions for our customers. You will own and drive projects from end to end, providing initial blueprints, status updates, and sharing the impact. When needed, you will work closely with various teams to streamline processes, analyze data, and drive continuous improvement in this role. 

• Analyze and revamp reporting across Launch, Customer Success and Support teams; continuously maintaining and improving as needed

• Evaluate and select vendors for internal and external software/tooling, to drive efficiency

• Design and roll out in-product self-serve guides and tech-touch CS solutions

• Build and refine customer health models

• Propose and execute experiments to improve metrics across Launch, Customer Success and Support

• Collaborate with product teams to influence roadmap based on customer feedback and data

• 2 years of B2B revenue operations experience, preferably in SaaS or enterprise software

• Strong analytical and problem solving capabilities

• Proficiency in integrating and analyzing data from multiple sources, using code (e.g., SQL, Python) or data connectors

• Excellent business and product instincts

• Demonstrated hunger and drive for results

• Superior organizational skills with the ability to prioritize and execute quickly

• Exceptional interpersonal and collaboration skills

• Outstanding written and verbal communication abilities

• Recruiter Screen - 30 mins

• Hiring Manager Interview - 30 mins

• Team One on Ones - 60 mins

• Presentation - 60 mins

• Co-Founder Interview - 30 mins

• Competitive Compensation: We ensure we offer competitive market salaries and commission.

• Medical Insurance: Comprehensive medical plans to suit you and your family’s needs.

• Dental & Vision Insurance: Coverage for all your dental and vision needs.

• 401(k) Retirement Plan: Company-matched contributions to help you plan for your future.

• Stock Options: Be a part of our success with equity in the company!

• Unlimited PTO: Take the time you need to recharge and be your best self.

• Parental Leave: Generous 16-week paid leave for all parents, including adoptive and foster parents.

• Team Events: Bi-annual company-wide offsites, team offsites, and monthly team-building activities to help us connect as a team.

• Celebrations: Recognizing birthdays, work anniversaries, and milestones with personalized surprises.

• Office Perks: If you’re in-office, enjoy free snacks, coffee, and a collaborative space.

• Commuter Benefits: Pre-tax options for transit and parking expenses.

Miter provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.