Operations & Customer Success Manager (OCSM)

Description du poste

The Role We are looking for a highly organized, detail-oriented Operations & Customer Success Manager who is ready to be the operational backbone of CarsXE. This role is crucial for maintaining our high standards of customer satisfaction and internal efficiency. You will be the bridge between our customers and our engineering team, ensuring that every data delivery, support interaction, and internal process runs flawlessly. This is a hybrid role for someone who excels at systematizing chaos and has a zero-tolerance policy for errors, especially concerning customer data integrity.

What You'll Be Doing:

• Operational & Administrative Excellence
  • Automotive Data Management: Own the end-to-end process of preparing, validating, and securely delivering complex automotive datasets to our customers. You will ensure data accuracy, format consistency, and on-time delivery.
  • Tool & Process Hygiene: Manage and clean up our project management system (ClickUp) and internal systems, ensuring high data integrity and efficient task tracking for the engineering team.
  • Compliance & Admin: Assist the CEO with administrative and light compliance tasks, including reviewing vendor agreements, handling basic invoicing/AR, and tracking internal operational deadlines.
• Customer Success & Support
  • Frontline Support: Manage the Intercom queue, providing polite, fast, and effective Level 1 support for CarsXE customers (e.g., answering API key questions, clarifying data fields, or troubleshooting basic access issues).
  • Account Health: Serve as the main point of contact for routine customer inquiries, account administration, and scheduling follow-ups (acting as the day-to-day Account Manager).
  • Feedback Loop: Systematically collect and synthesize customer feedback regarding data quality or platform usability and clearly communicate these insights to the Engineering Lead.

Exigences

What We're Looking For:

• Experience: 2+ years of experience in an operations, customer success, or data services role, preferably at a B2B SaaS startup.
• Detail-Oriented: Exceptional organizational skills and a track record of managing complex processes where data accuracy is non-negotiable.
• Tech Literacy: Proficient with essential startup tools (Intercom/Zendesk, ClickUp/Jira, HubSpot/CRM).
• Communication: Outstanding written and verbal communication skills; professional and empathetic when dealing with sophisticated B2B customers.
• Domain Interest: A strong interest in the automotive industry, data products, or complex B2B services.