Jiko

Customer Success Operations Manager

Jiko

full-time

Posted on:

Location Type: Hybrid

Location: Reykjavik • 🇮🇸 Iceland

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Job Level

SeniorLead

About the role

  • Partner with the Director of Customer Success to establish key procedures and processes for the Customer Success and Support functions at Jiko
  • Own and execute the operating rhythm for Customer Success and Support, including customer onboarding
  • Collaborate with partners and stakeholders in Product, Engineering, Operations, Sales and Compliance to establish key customer feedback loops and help to drive prioritization of enhancements and new feature requests on the roadmap
  • Act as subject matter expert and solution consultant on key customer and partner integrations and implementations
  • Serve as key customer point of contact alongside Operations and Engineering for the early US ET morning window, especially coordinating cross-functionally on urgent and important items

Requirements

  • 7–10+ years of professional experience, including 2+ years managing direct reports
  • Proven background in Customer Success Operations, Customer Experience, and Customer Success or Support
  • English fluency with exceptional communication skills and experience engaging sophisticated B2B and B2C customers
  • Strong collaboration with Product and Engineering, with knowledge of best practices across both functions
  • Experience with U.S. financial institutions and regulatory environments (FINRA broker-dealer, KYB/KYC, BSA, Reg E, fraud mitigation)
  • Highly diligent, detail-oriented, and process-driven, with expertise in documentation and a passion for execution excellence
Benefits
  • Opportunity to grow within a high-potential startup
  • A collaborative, international and mission-driven team
  • Modern tech stack and agile ways of working

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer Success OperationsCustomer ExperienceCustomer SupportDocumentationProcess ManagementCustomer OnboardingIntegrationImplementation
Soft skills
CommunicationCollaborationDetail-orientedDiligenceExecution Excellence