As a Customer Operations & Verification Specialist, you will be the first line of communication and support for both our Sages and Vendors. You will manage all inbound support through Intercom and play a key role in scaling our support systems through thoughtful automation, AI tooling, and a robust knowledge base. This is a detail-heavy, people-centric role that requires empathy, creativity, and a problem-solving mindset.
🏞️ US
🏖️Unlimited PTO👶13w maternity👨👧12w paternity
As a Scaled Customer Success Manager at Chainguard, you will design and execute automated, data-driven strategies to support customers at scale throughout their journey. You’ll focus on building systems, playbooks, and digital engagement models that enable customers to successfully onboard, adopt, and realize value in a digital model. This role is ideal for someone who thrives on creating efficient, repeatable processes that empower customers to succeed through proactive, self-service, and tech-enabled touch points.
Champion a customer-obsessed culture, by setting a clear vision for the team, owning key prioritization decisions, skillfully weighing tradeoffs to design experiences that delight across every interaction and channel. Lead a global CX organization of 100+ employees, solving over 30,000 tickets per month across four support channels. Position CX as a strategic pillar by building a metrics-driven foundation that informs decisions. Design and execute a global scaling strategy.
As Customer Success Manager, you will champion the introduction of an innovative, customer-friendly product designed to streamline reservations and drive efficiency for our clients while fueling growth and differentiation for our business. The ideal candidate will drive activation, adoption, retention, and growth across a pooled portfolio in a digital-first environment. You will guide customers to self-serve through ALTOUR ONE and related tools.
Be the operational partner to our Senior Manager of Coaching by setting up and maintaining client automations, onboarding clients, and walking them through tools live on Zoom. As a calm, client-facing, and process-driven individual, you will own "how it works" end-to-end.