Customer Operations Manager

About CompScience At CompScience, we're not just building software, we're saving lives. We're a high-growth startup on a mission to prevent 1 million workplace injuries through bold technological innovations, ensuring that everyone can go home safe at the end of the day. Founded in 2019 and backed by investors from SpaceX, Tesla, and Anduril, we've assembled a powerhouse team that bridges two worlds:

• Cutting-Edge Technology: Our product, design, and engineering teams are composed of distinguished computer vision engineers, software architects, data scientists and product and design leaders from Amazon R&D, Meta, and the self-driving car industry. They bring unparalleled expertise in AI, machine learning, and design to the realm of workplace safety.
• Insurance Acumen: Our insurance team is made up of seasoned professionals who understand the nuances of workers' compensation policies. They work hand-in-hand with our tech experts to translate advanced analytics into tangible insurance products that truly serve our clients' needs.

Our groundbreaking perception-based risk assessment program, the first of its kind, provides the most comprehensive data stream available for risk analysis and monitoring and has proven to significantly reduce accidents in some of the world's most hazardous occupations.

About the Role

We are looking for a highly organized, innovative leader to transform the operational backbone of our Services while launching digital success programs for our smaller customers. This is a builder role - you will be tasked with designing and creating new programs and processes to help support success at scale. You will work closely with Customer Success, Risk Services, Agency Success, Product and other teams to drive efficiency, scale, and impact as we double in size over the next year.

Responsibilities

• Services Operations
• Build Success & Services processes, playbooks, and tooling (ie Hubspot) to drive efficiency and impact
• Test evaluate, and deploy new product capabilities or third party tools which can help support scalability, and drive greater impact across all customers (ie AI driven engagement, onboarding tools, etc)
• Support rollout of new programs across Services/Success teams with structure, documentation and measurements
• Drive forecasting, KPI dashboards, and executive reporting for Services team
• Digital Success
• Drive Success for the long tail of our customer base, helping rapid and efficient expansion with smaller customers
• Partner with product to to design and rollout automated SMB customer journeys, self-service product features and improve in-app engagement
• Design and execute programs to drive impact at scale for our SMB customers (onboarding journeys, lifecycle campaigns, customer webinars, digital education, self service enablement, community etc), in partnership with Risk Services team

Required Experience

• Bachelor's degree in Computer Science, Business, Economics, Math or post-degree experience building systems
• 10+ years of experience in Customer Success, Operations, Program Management, preferably in a B2B SaaS environment.
• Strong background in building and deploying processes, systems, or scaled programs.
• Technical Proficiency in HubSpot and other tools used for managing customer success or services. High level of comfort with AI /LLM based tools and platforms.
• Strong project management and organizational skills, ability to create and lead new programs from scratch
• Experience working across cross-functional teams, leading by influence and collaborating to achieve common goals
• Strategic thinker with the ability to analyze data, identify trends, and develop actionable insights and recommendations.
• Experience building and leading teams

Skills & Competencies:

• Background in workers compensation/insurance

Working at CompScience Compensation: CompScience is committed to fair and equitable compensation practices. The annual salary range for this role is $120,000 – $180,000. Compensation is determined within the range based on your qualifications and experience. Our total compensation package also includes equity and comprehensive benefits. Benefits at CompScience:

• Fast-paced startup environment where your ideas can quickly become reality
• Opportunity to wear multiple hats and grow beyond your job description
• Remote-first culture with home office support
• Comprehensive health benefits (Medical, Dental, Vision, HSA)
• 401(k) plan and life insurance
• Flexible time off and 12 weeks parental leave
• Professional development reimbursement

Our Ideal Teammate:

• Thrives in a fast-paced startup and is comfortable navigating ambiguity
• Excited to wear multiple hats and grow rapidly
• Committed to our mission of saving lives through technology

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