Operations Manager, Customer Success

San Francisco

Formation is seeking an Operations Manager to develop scalable Customer Success processes and materials, enabling Formation to grow its customer base efficiently and effectively and deliver excellent customer experiences. This role will establish, integrate, and maintain Customer Success ways of working to ensure successful new customer implementations, optimize day-to-day operations, and carry out high-priority initiatives. This person will work closely with the Directors of Customer Success.

Key Responsibilities:

  • Evaluate and design end-to-end new customer onboarding process including development of client facing onboarding materials. Work with Implementation teams to pilot process and drive continuous improvement to gain efficiency and scalability
  • Drive Customer Success Program Management standardization and operational alignment across customers, including creation of cross-client standardized templates such as for status reporting, Quarterly Business Reviews, and Customer Surveys
  • Assist in creating and standardizing cross-client content such as product feature documentation and machine learning concepts
  • Proactively identify future needs and prioritize improvements to ensure that Customer Success is operationally ready as the business grows and changes
  • Develop customer training materials and user guides
  • Assist in developing cross-customer Support process
  • Listen and respond to our internal and external stakeholders

Skills and Experience:

  • Outstanding project management skills, ability to work cross-functionally and outside the organization, and have a track record of achieving the results expected
  • Excellent verbal and written communications skills, including ability to translate complex ideas into simple easy-to-read visuals. Expert with PowerPoint/Google Slides
  • Extremely detailed and process oriented
  • Articulate and persuasive while able to listen and incorporate the perspectives of others
  • Self-motivated, highly collaborative, creative, goal-oriented, and team-centric
  • Have a result driven "get it done" personality & are able to balance multiple projects as second nature
  • Experience setting up and running efficient, lightweight, multi-stakeholder business processes
  • Track record of a consultative and solution-oriented approach for customers in a Consulting capacity
  • Experience in process mapping, using MS Visio or like tools
  • Lean Six Sigma or similar experience a plus


Formation distills complex customer data into uniquely tailored experiences; we orchestrate physical and digital exchanges into one seamless journey. Our business is building lasting, trusted relationships between people and brands—and making it look easy.

We're already reaching millions of people a day, and we're just getting started. Our founding leadership is equal parts business, design, and engineering—because we believe differing perspectives + passionate discourse achieve the greatest outcomes. We are collectively talented, but also humble. We give our whole selves. We love learning new things.

Formation is committed to inclusion and diversity and is an equal opportunity employer. All applicants will receive consideration without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status.

Also, we are thrilled to be named one of the Top 50 startups by LinkedIn! Every member of our team makes Formation a special place to work and grow. Come join us and see for yourself!