SaaS Operations & Customer Success Manager 🔧⚙️🌐 (Enterprise SaaS | Client Management | Remote)

Goodwork is recruiting for a US-based SaaS company that helps marketing teams track campaign performance with sophisticated UTM solutions.

What makes this opportunity interesting?

• 🚀 11-year bootstrapped success story with global enterprise clients like Microsoft, UNICEF and Accenture
• 🌟 Work directly with the Founder as part of a 3-person team where your impact is immediately visible
• 🔄 Wear multiple hats across operations, customer support, documentation, and business systems

About the Company

We're an all-in-one tracking URL builder and link management platform that helps marketing teams properly track their online campaigns. Our mission: to eliminate the spreadsheet chaos that typically plagues marketing analytics by creating a simple system that just works.

Our SaaS platform helps marketers create, manage and organize UTM parameters (the tracking codes that show where web traffic comes from) with proper structure and permissions. We enforce consistent tracking conventions, validate URLs, enable bulk creation, and integrate with analytics tools—all designed to help marketing teams accurately measure campaign performance without the headaches.

Our global customer base includes marketing departments in major enterprises and agencies across the US, Europe, and South America. While we support companies of all sizes, our platform particularly excels for larger organizations managing multiple business units, product lines, and regions that require sophisticated tracking taxonomies and controlled user permissions.

Founded in 2014, we've grown through bootstrapped, revenue-funded development for 11 years. Our impressive client roster includes UNICEF, Microsoft, Canon, Unity, and Accenture. We maintain exceptionally high client retention—customers typically only leave during corporate mergers or acquisitions, a testament to our product's value and reliability.

OUR COMPANY VALUES guide our team and shape our culture: 

• 🤝 Equal Attention for All: We help every customer with the same care regardless of size. Our attention to detail makes customers happy, even when they're leaving.
• ✨ Quality Meets Delight: We incorporate user feedback to create features that work well and delight. Even small features must meet our quality standards with no bugs.
• 🙏 Respect for Differences: We respect that team members are different. You don't have to be social (our Founder is an introvert), just respectful.
• 🔧 Take Ownership: If something's broken, fix it without waiting for permission. Leave things better than you found them.
• ⛵ Sustainable Pace: We work at a calm, sustainable pace with no artificial urgency. We're building for the long term.

We're a fully remote organization with 2 (soon to be 3 👋🏾) teammates, including our Founder based in Berkeley, California, and our Lead Developer located in El Salvador.

Our culture emphasizes independence and ownership. We outline what needs to be done, then trust you to make decisions without constant feedback or micromanagement. Everyone is expected to identify what needs attention, fix what's broken, and leave things in better condition than they found them—all at a chill pace with no artificial urgency.

About the Role

We're looking for a remote SaaS Operations & Customer Success Manager  to be the glue that holds our business together. You'll serve as the central hub managing all operational aspects across marketing, sales, product development, and customer interactions.

In this role, you'll coordinate diverse activities from enterprise invoicing to customer support, while building systems and processes that run smoothly with minimal oversight. You'll enable our Founder to focus on strategic growth by ensuring all the day-to-day operations are running efficiently.

The nature of a small team means this position requires exceptional independence and ownership. You'll need to proactively identify and solve problems across multiple functional areas without constant direction, consistently leaving things better than you found them.

Our IDEAL CANDIDATE brings 4-6+ years of experience in operations management or customer success roles. You have strong technical skills including proficiency with accounting software, process design capabilities, and enough technical aptitude to understand our product ecosystem. Beyond these hard skills, you're exceptionally organized with meticulous attention to detail, excel at written communication with enterprise clients, and most importantly, you're a self-starter who can identify problems and implement solutions without constant guidance—someone who genuinely enjoys bringing order to operations while working independently.

Your performance will be measured by how independently you manage operations, respond promptly to clients, recover accounts receivable efficiently, and maintain high-quality written communications—all with minimal Founder intervention.

This position reports directly to our Founder.

You'll be doing things like:

• Enterprise Invoicing & Accounts Receivable: Creating custom quotes for enterprise clients; processing annual payments via bank transfers; handling purchase orders and contracts; maintaining records in Xero; following up on outstanding payments; managing the entire invoice lifecycle via email.
• Customer Support: Responding to initial customer inquiries via HelpScout; troubleshooting basic issues; directing users to relevant documentation; escalating technical questions to our Founder; writing personalized, friendly responses.
• Help Documentation: Creating user guides for new features; annotating screenshots; producing step-by-step instructions; developing documentation for common issues; making help content accessible using our knowledge base.
• Data Management: Tracking customer acquisition sources and churn reasons; maintaining spreadsheet data for CRM transition; reconciling Asana data with our application; identifying and fixing data mismatches; ensuring cross-platform data integrity.
• Post-Meeting Hygiene: Extracting insights from client meetings; processing Zoom recordings and Fireflies transcripts; using ChatGPT to identify key takeaways; organizing materials in Google Drive; preparing accessible meeting summaries.
• Process Improvement: Developing SOPs for key business processes; identifying automation opportunities; configuring Asana and Zapier workflows; researching efficiency tools; implementing and testing process improvements.

Skills & Qualifications

• 4-6+ years of experience in Operations Management, Finance & Admin, or Customer Success roles
• Proficiency with invoicing and accounting software (Xero/QuickBooks)
• Process design and systems implementation capabilities
• Technical aptitude to understand our product ecosystem
• Excellent email communication with enterprise clients
• Strong organizational skills and meticulous attention to detail
• Proactive problem-solving and independent decision-making
• Clear, concise documentation writing

Bonus if you also have:

• Experience running operations at a bootstrapped SaaS company
• Technical background in web analytics or website development
• CRM implementation and management experience
• Technical writing for user-facing help content
• Workflow automation experience with Zapier or Make
• Familiarity with our tools: Zoom, ChatGPT, Fireflies, Asana, Xero, Google Drive, HelpScout, Slack, Loom

Position Details

Working Hours: 4 hours of required overlap between 10AM-2PM PT, with the remaining daily hours asynchronous

Employment Type: Full-time (40 hours/week), Exclusivity Preferred

Education: An undergraduate degree in something interesting

Level: Upper-Intermediate (4-5 years of relevant work experience), Senior (6+ years of relevant work experience)

Compensation: ~USD $989 - 1,186 (EGP 50K - 60K/month), depending on experience

Benefits of working with us: 

• 🚀 Work directly with a forward-thinking international company
• 🏡 Work from the comfort of your home
• 🏆 Collaborate with talented teammates
• 🧘🏾‍♀️ Enjoy work-life balance: 8 hours a day, 5 days a week
• 💰 Earn above-market compensation
• 💻 Thrive in our remote-first company culture
• 🧠 Experience significant professional development in a small company setting
• 🌱 Grow alongside our company as we continue to expand

If you’re not sure about applying and think you might be close to meeting the requirements, apply anyways! We value diverse life experiences and look at potential over qualifications.

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