Customer Success Operations Manager (Part-time/Contract)

About the role

We are seeking a part-time contract or fractional Customer Success Operations Manager to help us accelerate optimizing and scaling our Customer Success operations.  A key priority for this role will be assisting in evaluating, selecting, and implementing the right CS platform to support our growth. Additionally, this role will focus on enabling our CS team with the right tools, processes, and resources to deliver exceptional customer experiences.

What you'll do:

Technology & Process Optimization

• CS Platform Evaluation & Implementation: Lead the evaluation, selection, and rollout of a Customer Success platform, ensuring seamless integration with our existing tech stack.
• Tech Stack Management: Own and optimize Customer Success tools and automation workflows to streamline operations.
• Process Standardization: Design, implement, and refine scalable CS processes to drive consistency and efficiency in the customer journey, starting with helping us formalize and document our customer journey.

Customer Success Team Enablement

• Training & Documentation: Develop playbooks, training materials, and best practices to empower the CS team.
• Onboarding & Skill Development: Ensure new CS team members have the necessary resources and training to succeed in their roles.
• Knowledge Management: Establish a centralized repository for CS processes, templates, and customer insights to enhance team efficiency.

Data-Driven Insights & Reporting

• Customer Health Monitoring: Establish and refine customer health scoring models to predict churn and identify expansion opportunities.

• Customer Feedback & Insights: Implement mechanisms to capture customer feedback and drive continuous improvements.

What you bring:

• Experience: 5+ years in Customer Success Operations or within a B2B SaaS environment.
• Tech-Savvy: Experience evaluating and implementing CS platforms, along with expertise in CRM systems (Salesforce, HubSpot) and analytics tools.
• Process-Oriented: Strong ability to design, implement, and refine CS workflows, automation, and team enablement strategies.
• Data-Driven: Skilled in building reports, analyzing trends, and making data-backed recommendations.
• Enablement Mindset: Passionate about setting up CS teams for success through training, playbooks, and operational support.
• Fractional-Friendly: Comfortable working in a contract/fractional role with a fast-moving, high-growth team.

Why you’ll love it:

BetterComp is transforming the way companies approach compensation, delivering modern, data-driven solutions that help organizations streamline pay practices, ensure fairness, and stay competitive. With a growing roster of enterprise clients, including many of the world’s largest companies, we’re redefining how compensation teams work.

As a fast-moving startup, we thrive on building what doesn’t yet exist—solving complex problems with creativity, agility, and a bias for action. At BetterComp, you’ll be part of a forward-thinking team that values bold ideas, empowers you to take ownership, and provides the support needed to grow your career.

Our success is driven by exceptional people. We hire top talent and give them the autonomy and space to do their best work. Here, you’ll collaborate with some of the most innovative and driven minds in the industry, tackling compensation’s toughest challenges and shaping the future of HRTech.

What we offer:

• This contract (1099) role is project-based, estimated to be 20 hours per week
• Pay is $55-75/hr, depending on experience and location
• Fully remote work