Senior Manager, Customer Success Operations

About Us :

Fieldguide is establishing a new state of trust for global commerce and capital markets through automating and streamlining the work of assurance and audit practitioners specifically within cybersecurity privacy and financial audit. Put simply we build software for the people who enable trust between businesses.

Were based in San Francisco CA but built as a remote-first company that enables you to do your best work from anywhere. Were backed by top investors including Bessemer Venture Partners 8VC Floodgate Y Combinator DNX Ventures Global Founders Capital Justin Kan Elad Gil and more.

We value diversity in backgrounds and in experiences. We need people from all backgrounds and walks of life to help build the future of audit and advisory. Fieldguides team is inclusive driven humble and supportive. We are deliberate and self-reflective about the kind of team and culture that we are building seeking teammates that are not only strong in their own aptitudes but care deeply about supporting each others growth.

As an early stage start-up employee youll have the opportunity to build out the future of business trust. We make audit practitioners lives easier by eliminating up to 50% of their work and giving them better work-life balance. If you share our values and enthusiasm for building a great culture and product you will find a home at Fieldguide.

About the Role :

As a Senior Manager of Customer Success Operations at Fieldguide you will own the systems data and processes that power a world-class Customer Success organization. Youll play a critical role in helping our CSMs operate with clarity efficiency and precisionenabling them to deliver meaningful outcomes for our customers at scale.

This is a highly strategic and cross-functional role where you will partner closely with CS Leadership RevOps Product and GTM Systems to ensure our platforms (Salesforce Vitally Amplitude BigQuery etc.) support an efficient insights-driven customer journey.

Youll design and implement scalable playbooks automated workflows verified outcome tracking and reporting frameworks that empower the CS team to drive retention expansion and customer health. If youre energized by building systems from the ground up connecting data to decisions and enabling teams to do their best work wed love to meet you.

What Youll Do :

Systems & Tooling : Partner with RevOps and GTM Systems to configure Vitally and Hubspot for CS needs : data model health scoring renewals expansion verified outcomes and engagement tracking.

Systems & Tooling : Own and optimize CS tooling (Vitally Google Slides / Sheets Notion etc.) to drive visibility workflows and automation .

Insights & Reporting : Build CS dashboards and reporting frameworks for GRR NRR health trends pacing verified outcomes and renewal forecasts .

Insights & Reporting : Pull and synthesize data from multiple sources (Amplitude BigQuery Hubspot Vitally) to build centralized Tableau dashboards that provide visibility into customer engagement product adoption and account health trends

Enablement & Change Management : Lead CS enablement strategy for onboarding tool rollouts new playbooks and process changes.

Enablement & Change Management : Create and maintain internal documentation and self-service content to support knowledge sharing and team ramp.

Process Design & Optimization : Audit and streamline core CS workflows (onboarding adoption expansion renewal).

Process Design & Optimization : Identify areas for automation handoff improvement and capacity unlock across CSM segments .

Cross-Functional Collaboration : Be the CS voice in cross-functional initiatives (Salesforce product feedback loops pricing / packaging impacts etc.).

Cross-Functional Collaboration : Partner with Product Sales and Support to align the customer lifecycle and improve time-to-value and expansion motion.

What You Bring

58 years of experience in Customer Success CS Operations RevOps or similar roles ideally in B2B SaaS

Track record of building CS systems and processes from scratch and driving measurable improvements in CS performance

Strong systems acumen with the ability to work across Salesforce Amplitude Vitally BigQuery and Tableau; you dont need to be an engineer but you should know how to structure data and partner closely with RevOps or GTM Systems to drive automation and reporting

Proven ability to design repeatable playbooks enable CS teams through change and scale impact across a growing team

Exceptional program management and stakeholder communication skills

Passion for driving efficiency clarity and customer outcomes through great systems and design

Bonus Points If You Have :

You have relevant industry experience as a practitioner at an audit / advisory firm

More about Fieldguide :

Fieldguide is a values-based company. Our values are :

Fearless - Inspire & break down seemingly impossible walls.

Fast - Launch fast with excellence iterate to perfection.

Lovable - Deliver happiness & 11 star experiences.

Owners - Execute & run the business with ownership.

Win-win - Create mutual value & earn trust for life.

Inclusive - Scale the best ideas with inclusive teams.

Some of our benefits include :

Competitive compensation packages with meaningful ownership

Flexible PTO

401k

Wellness benefits including a bundle of free therapy sessions

Technology & Work from Home reimbursement

Flexible work schedules

Required Experience :

Senior Manager

Key Skills

Employee Evaluation,Continuous Improvement,FDA Regulations,Management Experience,Process Improvement,Profit & Loss,Operations Management,Project Management,Strategic Planning,Leadership Experience,P&L Management,Supervising Experience

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 135 - 160