Customer Success Operations Manager

About EliseAI

EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them. 

That’s the only kind of impact we are interested in having at EliseAI. If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.

About the Role:

We are looking for a Customer Success (CS) Operations Manager to join our team at EliseAI. You will play a key role in optimizing our Customer Success processes, leveraging our technology stack, and ensuring smooth integrations across systems. This role focuses on ensuring that our CS team has the tools, data, and processes necessary to provide exceptional service to our clients.

Responsibilities:

• Support and manage the implementation and optimization of our CS tech stack, including Planhat and Salesforce.
• Work with webhooks and APIs to streamline customer data flows between systems, ensuring accurate and timely reporting.
• Collaborate with the Customer Success and Operations teams to build efficient processes for onboarding, renewals, and client health monitoring.
• Maintain and manage system integrations, workflows, and automations that support customer lifecycle management.
• Design and generate reports and dashboards to provide actionable insights on key CS metrics.
• Troubleshoot and resolve any system or data issues impacting the CS team.
• Manage custom configurations, fields, and workflows in Salesforce and Planhat to meet the evolving needs of the CS team.

Qualifications: 

• 3+ years of experience in customer success facing roles within tech, SaaS, is a plus. 
• Proven experience with Customer Success platforms such as Planhat and Salesforce.
• Proficiency with APIs and webhooks for system integrations and automations.
• SQL knowledge for database queries and reporting.
• Strong problem-solving skills with the ability to troubleshoot technical issues.
• Excellent organizational skills and attention to detail in managing multiple workflows and data sets.
• Strong communication and collaboration skills to work with cross-functional teams.
• Ability to analyze data and generate insights to support business decisions.

Preferred Qualifications: 

• Experience in a SaaS environment. 
• Familiarity with other automation platforms like Zapier.
• Basic coding skills (e.g., JavaScript, Python)
• Understanding of customer success metrics and reporting.

Why join

Growth and impact. It’s not often that you can get in on the ground floor of a funded (unicorn!) startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.

Benefits

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:

• Equity in the company in the form of stock options 
• Medical, Dental and Vision premiums covered at 100%  
• Fully paid parental leave
• Commuter benefits 
• 401k benefits
• Monthly fitness stipend
• Unlimited vacation and paid holidays

Our brand-new NYC Midtown south office with an open floor plan has a fully stocked kitchen and we provide catered lunch. Outside of the Greater NYC metro area? We'll cover relocation packages and make the move exciting, not painful!

Job Compensation Range:

The salary range for this role is $110,000-130,000. EliseAI offers a competitive total rewards package which includes base salary, equity, a comprehensive benefits & perks package, and bonus depending on the role. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.

EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected].