Customer Success Operations Manager

About Prepared

Emergency centers, vital to our society, are often constrained by technology that dates back to the landline era. This presents a stark contrast to our current smartphone-centric, socially connected world. At Prepared, we bridge this gap with cutting-edge technology that harnesses the power of Artificial Intelligence to revolutionize how emergency calls are handled.  Our innovative technology is providing a suite of tools that significantly boost the capabilities of 911 dispatch centers and first responders. With our solutions implemented in over 800 cities across 48 states, we're positively impacting the lives of approximately 75 million people.

Backed by $27 million in Series B funding led by Andreessen Horowitz, we're scaling rapidly to become a core component of emergency calls nationwide, driving the future of emergency response toward a safer, more agile system.

Joining the Prepared team means more than just a new role. It's a chance to be at the forefront of impactful tech that significantly improves public safety and touches lives across the globe. At Prepared, you're not just part of a team; you're a key player in a larger mission to foster a safer, more interconnected world.

Position Overview

As the Customer Success Operations Manager, you will play a critical role in streamlining CS workflows, managing key tools and systems, and ensuring the team has actionable insights to drive retention and expansion. You will report to the VP of Operations and work closely with Customer Success, Product, Revenue Operations, and Data teams.

This is a highly cross-functional role that requires strong analytical skills, strategic thinking, and a deep understanding of customer lifecycle operations. If you thrive in a fast-paced, data-driven environment and enjoy building scalable processes, we’d love to hear from you.

Key Responsibilities

• Own and optimize the Customer Success tech stack (Vitally, HubSpot, Mixpanel, Front, Arrows).

• Establish data-driven workflows to help CSMs prioritize at-risk accounts and identify upsell opportunities.

• Define and implement CS playbooks that help drive adoption, retention, expansion, and customer satisfaction.

• Collaborate cross-functionally with Product, Data, and Sales to ensure CS is aligned with business goals.

• Analyze customer usage data to surface insights that drive proactive engagement strategies.

• Enable the CS team with training and process documentation to improve operational efficiency.

• Work closely with CS leadership to prioritize initiatives and execute against key objectives.

What Makes You a Great Fit

• 5+ years of experience in Customer Success Operations, Revenue Operations, or related roles in a SaaS company.

• Experience owning and managing a CS tech stack (Vitally, Gainsight, Totango, ChurnZero, or similar).

• Strong analytical skills with the ability to leverage data to drive insights and decision-making.

• Proven ability to optimize processes and implement scalable, repeatable workflows.

• Cross-functional collaboration experience working with Sales, Product, and Data teams.

• Ability to work independently in a fast-moving startup environment.

• Detail-oriented, highly organized, and excellent communicator.

Pay Transparency

The base pay for this role is $130,000 - $150,000 per year + company equity. You are also eligible for employee benefits, participation in Prepared’s unlimited vacation program.

Benefits

🌎 Remote-First Culture
🩺 Medical, Dental, and Vision Benefits
💸 401k + Free Financial Advisors with Betterment
📱Monthly Cell Phone Stipend
🏖️ Unlimited Time Off + 15 Observed Holidays
🚼 12 Weeks of Paid Parental Leave (birthing + non-birthing parents)
🚨 Visit a PSAP (911 Center)
🏢 WeWork Membership for All Employees
✈️ Annual Company Offsite
🔮 AI Tools like ChatGPT + NotionAI
🏠 $500 Work from Home Budget

Want to learn more about Prepared? Check out the links below.

• Prepared, which wants to ‘revolutionize’ emergency 911 calls, raises $27M

• NBC Today Show | 911 callers can now share video of emergencies with dispatchers

• The Verge | iPhones will soon be able to stream live video on 911 calls

At Prepared, we are committed to building a safer and more connected world, and we believe that fostering diversity, equity, and inclusion is essential to achieving this mission. We are a proud equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, veteran status, or any other protected characteristic. We actively seek to create an inclusive environment where diverse perspectives are valued and everyone has the opportunity to contribute meaningfully to our mission of improving public safety and emergency response for all communities.