Welcome to the Karat Customer Success team!

Our Customer Success team is responsible for building and maintaining highly strategic partnerships with clients. We partner with key client stakeholders to ensure they get the most out of the Karat product.

As our Customer Success Operations Manager, you will be influential in how we scale our services by managing the tooling, reporting, and processes used by our internal teams. You will form trusted and deeply consultative partnerships with internal stakeholders by delivering measurable value through data and insights. Working alongside many internal teams, you will be a key player in iterating and evolving our  approach we take with our accounts to ensure their success.

Karat’s HQ is based in Seattle, Washington, but we are open to remote candidates for this role (within the U.S.). Please be advised that to best align with our current Client Services team and other key stakeholders, you will need to be available between 9:00 am PT and 4:00 pm PT.

Core Responsibilities

• Design and launch dashboards, processes, workflows, and automations that drive internal efficiencies, up-level the effectiveness of our Client Services team, and deliver greater value to our customers.
• Oversee various internal processes from ideation to execution, including requirements-gathering, design, build, measurement, and iteration.
• Define KPIs and produce regularly cadenced reports (weekly, monthly, and/or quarterly) to the business.
• Optimize reporting in order to deliver quantitative and qualitative results on account portfolio health, upsell velocity, SLAs, churn, upsell, etc.
• Work closely with the Client Services team to proactively and regularly identify current challenges that require operational solutions.
• Partner with marketing and sales to execute strategic business initiatives, with the goal of helping Client Services and Solutions Engineering achieve operational excellence.
• Develop training materials in order to support operational excellence within the Client Services function.
• Identify process gaps and key improvement areas, outlining action plans to address and surface strategic insights for Karat leadership.

About you

• 5+ years experience in a customer success, client services, sales strategy, and/or customer operations role at a technology company, with previous experience designing processes and automations.
• Experience designing solutions with Salesforce, Gainsight, Zendesk and/or other similar systems.
• Strong business acumen demonstrated through previous experience implementing, maintaining, and enhancing business processes.
• Previous professional experience overseeing big picture projects with competitive deadlines.
• Strong, concise written and verbal communication skills.
• Gainsight admin experience preferred

Meet Karat, the leader in technical interviewing

Karat’s purpose is to Unlock Opportunity for engineers and companies alike, and our mission is to make every interview predictive, fair, and enjoyable. As the world’s technical hiring expert, we help companies hire smarter and grow faster, and create more opportunities for software engineers. From our industry-leading solutions to Karat’s Brilliant Black Minds program, the work we do here matters. We’re a passionate, smart, and committed team, and we want you to join our mission!

Benefits of joining Karat

Karat strives to offer everything you need to best support you today, tomorrow, and beyond. We’re proud of our current offerings, and highlight some of our team’s favorites below. There are more, just feel free to ask!

Compensation / Time Off:

• Highly competitive salary and stock options
• Generous paid PTO (see below) and Sick Leave (10 days per year)
• Flexible Time Off Policy for salaried positions
• Three weeks accrued per year for hourly positions
• Parental Leave (12 weeks paid with transition back to work in part-time capacity)
• 18 paid Company Holidays for 2021

Benefits / Wellness:

• Medical, dental, and vision insurance via Cigna or Kaiser (for CA-based employees)
• 100% premium covered for employees
• 70% premium covered for dependents
• FSA, STD, LTD, Standard Life Insurance, and Optional Life Insurance
• Mental Wellness offerings such as Calm, Happify, Talkspace, Modern Health, and more
• $150 per month contribution to miscellaneous benefit/wellness of employee’s choice

Statement of Non-Discrimination:

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at Karat.

We value a diverse workforce: people of color, womxn, and LGBTQIA+ individuals are strongly encouraged to apply.

If you have a disability or special need that requires accommodation, please let us know at [email protected].