Customer Success Operations Manager, Prepared
$130-150k
+ Company equity
2+ days a week in office
Providing real-time data to emergency services
Posted today
Providing real-time data to emergency services
21-100 employees
Posted today
$130-150k
+ Company equity
2+ days a week in office
21-100 employees
Company mission
Prepared's mission is to build software that saves lives, facilitating rapid emergency service response by providing real-time data at emergency locations.
Role
Who you are
- If you thrive in a fast-paced, data-driven environment and enjoy building scalable processes, we’d love to hear from you
- 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
What the job involves
- 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
- This is a highly cross-functional role that requires strong analytical skills, strategic thinking, and a deep understanding of customer lifecycle operations
- You will report to the VP of Operations and work closely with Customer Success, Product, Revenue Operations, and Data teams
- 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
Our take
Every day, half a million Americans call 911 to report an emergency, and whilst emergency services save lives, their speed and effectiveness are limited by technology. Even though most emergency phone calls are made on smartphones, emergency departments rely exclusively on the anecdotal data provided during phone calls.
Prepared provides a real-time data system for emergency services, allowing 911 callers to livestream, text photo/video messages over SMS, provide pinpoint-accurate GPS location in DMS format and integrate into existing PSAP processes easily. In doing so, Prepared empowers 911 operators to deploy the most effective response for both emergency and non-emergency situations.
The company has shown the potential to significantly innovate upon emergency services (which have traditionally lacked funding). Prepared have also avoided the often long cycle of government procurement by offering the service for free, and currently have over 200 cities signed up, across 40+ states (representing around 20 million citizens). It is unclear how the company will monetize in the future, but they have mentioned a possible freemium element to its service down the line.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Meaningful work
"At Prepared, we have the opportunity to save people's loves, bringing innovative, life-saving technology to the hands to our public safety..."
Company benefits
- Work on technology that has and will directly save lives
- Work with a small, exceptionally smart team
- Meaningful equity at an early stage company
- Apple equipment
- Full healthcare coverage
- Unlimited PTO
- Dental
Company values
- We are a force for good
- We view challenges as opportunities
- We embrace radical candor
- We build lifelong community
- We achieve quality with speed
Company HQ
Midtown South, New York, NY
Articles
Leadership
Michael Chime
(CEO)Mike was chosen as one of 24 world wide to be recognized as a Thiel Fellow. He was awarded a $100,000 scholarship to drop out of Yale University and pursue Prepared.
Dylan Gleicher
(Co-Founder)Dropped out of Yale University studying Computer Science to found Prepared. Dylan loves writing exceptionally high quality code and plays competitive ping pong.
Neal Soni
(Co-Founder)Dropped out of Yale University studying Computer Science to found Prepared. Neal was formally a national champion in Taekwondo and loves rock climbing.
People progressing
Staff Engineer, Engineering Lead, and Engineering #1 @ Prepared. Alex started off as the first engineer in the company and has progressed to become the leader of the engineering team.
Miranda Lee started off as the Chief of Staff at Prepared, tackling anything and everything non technical, working directly with the CEO. She has progressed to VP of Operations and Design.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Prepared
Miranda Lee (Head of Operations)
- Would love to hear from people that want to influence and shape our Diversity and Inclusion practices
- As a small, fast-growing team, we are actively trying to put an emphasis on diversity as our team grows.
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