Customer Success Operations Manager

Immuta is the universal cloud data access control platform, enabling data teams to automate data access control on any cloud, using any data platform, at scale. With Immuta, organizations can finally unlock the full value of their data – even the most sensitive data – while improving productivity, reducing time to data, maintaining strong security, and enabling new data sharing use cases. Since our founding in 2015, Immuta has now become the leader in cloud data access control. That comes by applying our expertise in engineering, security, ethics, and law. But, more importantly, it requires a relentless focus on our customers’ needs. Immuta’s customers understand that data is the most critical asset for innovation. Secure, democratized, self-service access to cloud-based data is an imperative to accelerate business intelligence, data science, and data sharing outcomes.  - Immuta has been recognized by Forbes as a top American startup employer, by Inc. Magazine as one of the best workplaces, and by Fast Company as one of the top 50 most innovative companies  - Customers include Aon, Credit Suisse, Daimler, S&P Global, U.S. Army, and Atlassian. Over half of the top banks now use Immuta - Partners include Databricks, Snowflake, AWS, Azure, Google Cloud, and Starburst  - $169 million in total venture capital funding. Investors include Greenspring Associates, March Capital, Ten Eleven Ventures, Intel Capital Corporation, NGP Capital, DFJ Growth, Dell Technologies Capital, Citi Ventures, Inc, Wipro Ventures, and Okta Ventures - Major offices in Boston, Massachusetts; Columbus, Ohio; and, College Park, Maryland THE ROLE: The Customer Success Operations Manager will report to the VP of Customer Success officer and work closely with the Chief Customer Officer, Director of Growth Analytics, and other leadership within Immuta to ensure smooth operations of Immuta’s Delivery organization. In this role, you’ll work closely with all levels of management including senior executives and front-line customer support staff. You’ll manage the processes of the organization and work with departmental leadership to improve those processes. You’ll have a direct impact on providing a world-class experience to Immuta customers. RESPONSIBILITIES: *Oversee process as customers transition between stages of the customer journey - validating transitions occur at the proper points and that processes are followed *Interface with Revenue Operations to ensure seamless operation between Sales and Customer Success *Manage staff meetings, track intra departmental deliverables, and track progress on the department’s quarterly “rocks” *Assemble weekly and quarterly reports *Validate customer data and hold others accountable for accurate data entry *Act as project manager for any departmental special projects *Coordinate requirements for intra departmental projects *Assist the VP of Customer Success and other managers in effectively distributing workload. *Assist the VP of Customer Success and other managers in determining CS pain points and operational inefficiencies, then designing mitigating process improvements *Coordinate the Department’s budget *Perform other operational duties as assigned WE VALUE: *5 years of experience in an operations capacity in a fast-paced environment. *3 years of experience in project / program management *Excellent verbal and written communication skills and comfort interacting with staff at all levels of the organization. *Expert level proficiency with spreadsheets and presentation software and comfort with Google’s office applications, knowledge management tools such as Confluence, and project management software such as Jira or Teamwork. *Excellent organizational skills with the ability to multitask, prioritize and manage time effectively while also ensuring accuracy of work through attention to detail *Being results driven, and taking appropriate steps to achieve goals while taking ownership of situations as needed. *A strong desire to learn and operate in a fast-paced environment. *Data literacy and prior experience with business intelligence tools. *A basic understanding of software interoperability concepts (e.g. APIs, webhooks, triggers, authentication, authorization) is preferred. *Familiarity with customer support software such as ZenDesk. *Prior experience with Salesforce *Familiarity with planning tools such as Jira *Experience in the enterprise software space Benefits At Immuta, our goal is to help bridge the gap between personal and professional growth, so that our team members can be well and thrive personally and professionally. After all, great professional success stories rarely happen without great personal success stories! Our generous benefits package includes: - 100% employer paid Healthcare (Medical, Dental, Vision) premiums and deductibles for you and your dependents (including Domestic Partners) - 100% employer paid mental wellness platform for you and your dependents - Stock Options - Wellness perks (100% employer paid Whoop fitness band and subscription) - Paid parental leave (Both Maternity and Paternity) - Unlimited Paid time off - Learning and Development Resources Immuta provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, marital status, age, disability (including disability due to pregnancy) or genetics, protected veteran status, or any other characteristic protected by law. Immuta complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment. NOTICE TO THIRD PARTY RECRUITERS: Immuta does not accept candidates from third party recruiters. All candidates submitted through are considered to be submissions by the candidate and no submission will obligate Immuta to pay any third party for the referral or hiring of a candidate.