Operations Manager, Customer Success

Instant is a technology company on a mission to power the world's most innovative brands, driving their revenue and retention on autopilot. We are entering an exciting hyper-growth phase, expanding the business by over $1M in new revenue every month, have 4 products in market, entering and hiring in new global regions, raised $30M+ by top VC’s across three funding rounds, and we want you to be a critical part of scaling up this velocity even further!

We are seeking a Operations Manager to join the operations team at Instant! This is a unique and high impact role – you will collaborate closely with the Operations and Customer Success teams to develop and implement strategies that drive customer engagement, retention, and growth at scale. Your expertise in data analysis, process optimization, and cross-functional communication will be instrumental in delivering impactful initiatives that resonate with our diverse customer base.

What you'll do:

Lifecycle Marketing Execution

• Working closely with the Customer Success team to implement comprehensive lifecycle marketing strategies that enhance customer engagement and retention at scale
• Develop and manage customer segmentation and targeting strategies to optimise customer journeys
• Create and execute lifecycle marketing campaigns, including email and in-product messaging, to support and unblock bottlenecks across a customer’s lifecycle

Operational Excellence and Process Optimisation

• Establish and document scalable processes for customer success initiatives, ensuring efficiency and consistency
• Utilise current tools, including CRM (Hubspot) to streamline campaign execution and reporting
• Monitor and analyse performance using data-driven insights. Develop and maintain dashboards and reports to track key performance indicators related to customer success.

Cross-Functional Collaboration and Communication

• Work closely with the entire Customer Success team to align efforts with customer success objectives
• Collaborate with Marketing, Product, Sales, and Engineering teams to ensure cohesive messaging and seamless customer experience

What Success Looks Like:

• Enhanced Customer Engagement: Increased interaction and satisfaction across all lifecycle stages
• Improved Retention Rates: Reduction in customer churn through targeted marketing efforts
• Operational Efficiency: Streamlined processes leading to timely iteration of projects and initiatives across the Customer Success team
• Data-Driven Decision Making: Utilisation of analytics to inform strategies and demonstrate measurable impact

What You’ll Bring:

• 3+ years in operations at a SaaS company
• Skilled at creating and optimising processes for efficiency and scalability
• Proficient in analysing complex data sets to derive actionable insights
• Demonstrated success in managing operations projects and customer engagement strategies
• Proficiency with marketing automation platforms (e.g., HubSpot) and data analysis tools
• Excellent written and verbal communication skills, with the ability to convey complex information clearly
• Experience working cross-functionally to achieve common goals.

Instant, more than just a job:

• Competitive Salary - We commit to paying globally competitive salaries to our incredib team
• Equity in the company - Nobody is a renter. Everyone is an owner, having equity in the company so we can all benefit from our hard work and futuresuccess
• Company Offsite - We always aim to go away at points across the year as a company to celebrate achievements, as well as dig deep together on company strategy, opportunities and the exciting future ahead
• Additional leave per year - In addition to the standard 4 weeks of leave per year, Instant also ensures the end of year shutdown (across Christmas and New Year) is a fully paid break
• A-Player Team - A-players want to work with A-players, and hence we take our team and talent very seriously. We work hard, stay focused on the things that matter, and celebrate the wins
• Company Socials - We allocate an annual social budget towards regularly having fun, taking a break and getting to know each other a little more as a team! Previously we have done Axe Throwing, Bowling and even Surfing together… just to name a few
• Tools - You’ll receive all new equipment including a MacBook Pro, monitor, and accessories
• Flexible Home vs Office - Instant prioritises the value, creativity and energy of being together in person, based in our newly opened offices in Sydney or New York.