Customer Success Operations Manager

Job Title:  Customer Success Operations Manager

Location: US Remote (See elgibile states below)

Company Overview:

Canto is reshaping the digital asset management (DAM) landscape. Our platform offers a singular source for brands to organize, access, and share digital assets, amplifying content value, accelerating production, and ensuring brand consistency. With an emphasis on efficiency and collaboration, we provide data-driven insights and harness AI to help companies not just manage but maximize their digital content. At Canto, we're more than a DAM solution; we're a catalyst for brand evolution. Join our mission to transform the DAM category and empower brands to extract unparalleled value from their digital assets. 

It's such an exciting time to join the Canto Team. We have great people here already & We are growing rapidly - we look forward to hearing from you if you match the role below

What you'll be doing:

• Improve the operational efficiency of the Customer Services organization by helping to develop and implement processes, tools, and technologies to achieve department goals.
• Develop and implement templatized reports measuring and tracking the onboarding and support
• Partner with internal stakeholders to help develop knowledgeable team members that provide a world-class customer experience.
• Assist with creating training materials for new and current team members.
• Leverage your understanding of post-sales processes and available technologies to develop automation and streamline tasks.
• Create and manage dashboards and reports to provide the team with a real-time view of customer health and engagement.
• Collaborate with RevOps to optimize the flow of data from pre-sales to post-sales teams. 
• Maintain the tools and technologies utilized by the Customer Service teams. 
• Support the Customer Service leaders to develop and measure departmental OKRs and KPIs.
• Gather and track feedback from the Customer Service team members on what documentation needs to be updated or created, what tools need to be updated, and how processes can be improved. 
• Maintain and audit process documentation. 
• Partner with marketing to create customer facing documentation and training material.
• Partner with product and engineering to streamline cross-departmental processes.

Qualifications & Experience needed to be successful in this role:

• 3 years of experience in Customer Success or Customer Services operations.  
• Understanding of how Customer Success or Customer Services SaaS teams operate and their needs.  
• Broad knowledge and experience in Customer Success tools like ChurnZero or Gainsight. 
• Experience utilizing and building Salesforce reports. 

• Strong analytical skills and a demonstrated ability to translate data into business recommendations. 
• Excellent communication skills and the ability to deliver informative in well-organized formats 
• Ability to efficiently manage multiple projects simultaneously. 

What's so great about Canto - Elevate your Journey with Canto:  

🚀    Start-Up Spirit: Embrace the excitement and flexibility of a growing company.

🛠️    Hands-On Impact: Your work directly contributes to our success.

🌟    Learning by Doing: Our growth plans provide real-time learning. 

🤝    Close-Knit Team: Enjoy a tight-knit, supportive work environment.

🔊    Open Communication: We value transparency and open dialogue.

🧠    Problem-Solver's Paradise: Apply creativity to real-world challenges.

⚖️    Work-Life Harmony: We respect the balance between personal and professional life.

🌱    Growth Opportunities: As we grow, so do opportunities for our team.

🌍    Cultural Exchange: Learn from diverse colleagues in a global setting.

How We Do It – Our Values:  

We are Customer Obsessed. We make it our mission to understand our customers and their challenges. Through our actions, we make our customers’ work easier.  

We Own the Outcome. We set goals based on outcomes that matter, measure our results, and up our game. We are action oriented – changing course when we need to and committing when things go right.  

We are Transparent, Curious, and Candid. We are truth-tellers, and default to transparency to build trust and collaboration. We are curious to learn more before we evaluate and decide. We bring a point of view and have the courage to share it.  

We Treat Everyone with Respect and Empathy. Always. We respect each other and have fun. As one global team, we are made better by valuing different perspectives embracing diversity in experience and thought.

This position is eligible for hire in the following states: AZ, CA, CO, CT, FL, GA, IA, ID, IL, MA, MD, ME, MI, MN, MS, NC, NY, OR, PA, SC, TX, UT, WA & WI. Candidates must reside in or be willing to relocate to one of these states at the time of employment. Please note that this list may be subject to change and updates based on the company's operational requirements and staffing needs. Applicants are encouraged to check the eligibility criteria carefully before applying 

Canto is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.