Customer Success Operations Manager, Steno
$100-130k
+ Equity
Court reporting services
Open for applications
Court reporting services
201-500 employees
Open for applications
$100-130k
+ Equity
201-500 employees
Company mission
To optimize the litigation experience with a revolutionary approach to deposition services created by attorneys, for attorneys.
Role
Who you are
- You have 5+ years of experience in Consulting, Project/Program Management, or Post-Sales Operations roles, with a proven track record of driving results in fast-paced environments
- You thrive in high-growth startup environments with a bias for action and iteration, comfortable navigating ambiguity and moving quickly to test and learn
- You have a demonstrated understanding of process design and project management, with the ability to identify inefficiencies and implement improvements
- You are proficient in Excel/Google Sheets and BI tools (such as Looker or Tableau) for data analysis and visualization, and you can turn raw data into actionable insights
- You have hands-on experience with go-to-market ticketing and CRM systems like Zendesk, Hubspot, or similar platforms
- You leverage data for problem-solving and have a knack for delivering data-driven insights that inform executive decision-making
- You possess strong communication skills with the ability to influence and align cross-functional stakeholders toward common goals
What the job involves
- Steno is growing! We’re looking for a Customer Success Operations Manager to join our winning team, which is revolutionizing the court reporting industry every single day. We’re a diverse team from all over the country (and beyond) and we’re crazy about redefining the boundaries of an outdated industry
- In this role, you will be instrumental in driving operational excellence and strategic growth across our Customer Success organization. Your primary responsibilities will include designing and optimizing processes, coordinating cross-functional initiatives between customer success and product teams, and powering the data-driven systems and programs that underlie our fast-paced, high-impact customer experience strategy
- We're hiring an Operations Manager to drive operational excellence and strategic initiatives across our Customer Success organization. This role is ideal for someone who thrives at the intersection of data, process design, and cross-functional collaboration. Your primary responsibilities will include designing and optimizing processes, coordinating initiatives between customer success and product teams, and implementing the data-driven systems and programs that support our customer experience strategy
- Lead departmental programs and strategic initiatives designed to improve client experience and drive operational efficiency, while facilitating cross-departmental collaboration and managing stakeholder relationships to drive consensus and outcomes
- Serve as the operational liaison between customer success teams and product/engineering, translating operational pain points into product requirements and feature requests that inform product strategy
- Define and improve processes and workflows by identifying bottlenecks and creating scalable, data-backed solutions that enhance team productivity
- Manage pilot programs for new service offerings, operational models, or technology implementations, establishing success criteria and measurement frameworks to validate new approaches
- Own the configuration and optimization of Customer Success tools (including Zendesk, Looker, CRM, and related GTM platforms) to ensure data accuracy, workflow automation, and reporting efficiency
- Lead change management initiatives for operational transformations, including stakeholder communication, training development, and adoption tracking to ensure smooth transitions
- Develop and monitor KPIs to evaluate the success of strategic initiatives and operational processes, while analyzing client health and program performance metrics to make actionable recommendations
- Provide team-level and individual-level dashboards to drive desired habits and results, empowering teams with visibility into key performance indicators
- Maintain high quality templates, best practices, and documentation of programs and processes within our knowledge base to support organizational learning and consistency
- The Customer Success Team is laser-focused on our overall client experience, consisting of both Scheduling and Account Management groups
- Our Schedulers deliver a reliable, timely, and hospitable experience for our clients day-by-day, deposition-by-deposition. Our Account Managers deepen relationships with our clients to drive business goals, promoting satisfaction, revenue, growth, and retention
- Our Customer Success team serves as the front line of the business to ensure clients and providers are well taken care of, with the ultimate goal of ensuring Steno continues to be a top court reporting and litigation support services agency for our law firm clients
Our take
Steno is a court reporting agency that offers services to legal professionals, government agencies, and businesses. As a trusted partner, Steno allows law practices to streamline their operations and work more efficiently, all while maintaining the highest standards of accuracy and reliability in its reporting services.
Steno's services are tailored to cases that can take over a year to settle. One of the company's standout offerings is the 'DelayPay' product, which enables lawyers to defer payments for critical services such as court reporting, arbitration, videography, and interpreting until their cases are concluded.
Steno has experienced substantial progress over the past few years, with a growth rate that more than tripled in 2021 alone. Steno received $15 million in a 2024 Series B round as it begins to roll out its gen-AI-powered Transcript Genius, a tool for transcript analysis, indicating a culture of continued innovation.
Steph
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Dec 2024
$20m
GROWTH EQUITY VC
May 2024
$46m
LATE VC
Total funding: $87.5m
Company benefits
- Health, Vision, & Dental Benefits for employees and dependents
- Wellness/Mental Health benefits for employees and families
- Flexible Paid Time Off
- Options of Equity
- Home office setup, and a monthly stipend to cover internet/phone
Company HQ
South Park, Los Angeles, CA
Leadership
Greg Hong
(CEO & Co-Founder)Previously co-founded the restaurant reservation management system, Reserve (acquired by Resy/American Express) where they served as the CEO for 5 years.
Dylan Ruga
(Co-Founder)Currently a Trial Attorney at Stalwart Law Group, which they founded. Previously a Partner at Steptoe & Johnson and a External/Law Clerk at US Courts.
Dan Anderson
(CTO & Co-Founder)Previously co-founded the payment checkout process, Hail (acquired by Reserve) where they served as CEO. Also worked for the Zurich Insurance Company as Risk Consultant, Head of Application Security, and Director.
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