Junior Customer Success Manager - Contract 9-12 months

Location: Park City, Utah

About The Role

We're looking for a Customer Success Manager to be the operational backbone of our Customer Experience (CX) team. The role is critical and at the front line with our customers as we scale into a new and exciting product direction for this winter. We’re looking for you to run the CS team and drive us forward. This is a cross-functional role for someone who loves building systems that make teams run smoothly - combining CRM operations, people operations, HR systems ownership, and office and events coordination.

Your work will directly shape both the experience of our customers and the day-to-day experience of the people who serve them.

What You'll Do

Knowledge management & CRM performance

• Govern CRM usage across the CX team - setting data quality standards, enforcing hygiene protocols and tracking performance.
• Collaborate with CX Managers to spot knowledge gaps and turn them into new or updated knowledge base articles.
• Monitor self-serve metrics and use the insights to reduce repeat contacts and escalations.
• Define and manage quality-of-service standards across email, chat and phone, including response-time SLAs and CSAT benchmarks.
• Lead regular audits of knowledge base content and CRM workflows, retiring stale material and improving search relevance.
• Identify tooling improvements and champion adoption of features that make agents more efficient and customers happier.

• Manage our intern program end to end - onboarding, day-to-day support, performance check-ins and offboarding.
• Own our HR platform (Rippling): automating holiday requests, approvals, and balance tracking; configuring rota templates and scheduling workflows; streamlining hiring and onboarding sequences; and automating performance review admin and reminders.
• Review and publish team rotas to ensure strong coverage across peak and off-peak periods.
• Oversee holiday scheduling to balance employee wellbeing with business continuity.

• Run day-to-day US office operations for the new office and accommodation we’re opening this year in Park City
• Plan and deliver internal team events, mostly in the form of offsites, on budget and on time.
• Gather post-event feedback to keep improving the employee experience.

In your first year, you'll be measured on outcomes like:

• Efficiency: reclaiming significant time currently lost to manual HR and scheduling work through automation.
• Coverage: consistently strong schedule coverage during peak periods.
• Team satisfaction: a healthy employee NPS, reflecting a well-run, well-supported team.
• Self-service: a high share of customer enquiries resolved through the knowledge base without agent contact.
• Responsiveness & quality: meeting response-time SLAs and high CSAT across channels, with time-to-resolution improving year over year.
• Events: high event satisfaction scores, delivered within budget.

• A people-first mindset: you care about both customer outcomes and team culture.
• Experience in customer experience, support operations, people operations, or a similar cross-functional operations role.
• Experience managing interns or junior team members.
• A track record of owning and improving processes: you spot manual, repetitive work and automate it.
• Hands-on experience with an HR platform (Rippling a plus) and/or CRM and support tooling.
• Comfort working with data and metrics to drive decisions and demonstrate impact.
• Strong organisational and project-management skills, with the ability to juggle people, systems and events at once.
• Excellent communication and stakeholder-management skills, especially partnering with managers.
• Event and/or office coordination experience, with an eye for logistics and budgets.
• Experience scaling operations through periods of team or regional growth.

• In the office: 3 days per week on average
• Relocation: We offer relocation assistance based on your circumstances
• Core business hours: 8am–4pm Mountain Time
• Flexibility and workload: You may occasionally need to work later depending on business needs, and busy periods may require early calls (around 7am) for UK overlap. Outside of that, we trust you to manage your own working times. On average we work ~50 hours per week.

• Competitive salary and bonus
• Opportunity for accommodation in our Park City company flat
• Life outside work: We're happy to flex around your daily life (e.g. childcare), and we actively encourage getting out to ski for an hour during the day if you can fit it around meetings and make the time up
• Healthcare cover
• 401(k): 3% automatic contribution, plus 50% match on next 2%
• Paid time off: 15 days PTO per year, plus 7 federal holidays
• Ski perks: A full season pass, plus an annual company offsite — a week's skiing in Europe with the team

Please apply below. In your cover letter, please include:

• Why you think you are a good fit for this role
• A description of your skiing experience