Awardco is reimagining the workplace to be more rewarding, supportive, and fun for everyone. As one of the fastest-growing companies in the employee experience industry, our mission is to help employees love what they do, love where they work, and get recognized for their efforts, especially our own employees! And as winners of Glassdoor’s Best Places to Work, Best in Brightest in the Nation, and Great Place to Work, we do much more than talk the talk.

The Opportunity:

Awardco is looking for a proactive and systems-savvy Customer Success Operations & Digital Engagement Manager to strengthen our operational foundation and help shape our emerging scaled engagement strategy. This is a senior, hands-on role focused on streamlining systems and processes that support a growing Customer Success organization, while also helping us lay the groundwork for more automated, digital-led customer journeys over time. You’ll own and optimize tools like ChurnZero and Pendo, manage cross-functional projects, and support a team member responsible for our Knowledge Base. From uncovering insights and building workflows to coaching teammates and improving internal efficiency, you’ll drive initiatives that increase adoption, reduce manual lift, and improve customer outcomes. If you thrive at the intersection of systems, strategy, and customer impact—and enjoy switching between solving operational challenges and enabling scale—this is a great opportunity to lead meaningful transformation in a growing company.

What you will do:

• Lead the configuration, evolution, and performance of CS systems, including ChurnZero and Pendo
• Design and optimize digital customer journeys that drive lifecycle engagement at scale (e.g., onboarding, upsell, renewal)
• Partner on the Knowledge Base strategy, offering feedback that enhances structure, usability, and enablement value.
• Develop operational processes that improve CS workflows, visibility, and consistency (e.g., task structures, playbooks, tagging logic)
• Support the documentation, rollout, and adoption of all CS tools and processes
• Manage a small team (or contractor/specialist) to support tactical ops and content execution
• Serve as a key partner to CS leadership, helping identify and solve high-impact operational gaps
• Implement and manage reporting frameworks to track the performance of digital and operational initiatives
• Drive continuous improvement in how we deliver scale and impact through automation, structure, and tooling

What you will bring:

Minimum Qualifications

• 5–7 years of relevant experience in customer success operations, revenue operations, or similar roles—may include a combination of experience in process improvement, systems administration, program management, people leadership, or senior-level CS roles with a strong operational focus
• Familiarity with managing CS tooling (e.g., Salesforce, ChurnZero, Pendo, Gainsight)
• Experience managing documentation systems and content operations (e.g., Knowledge Base or SOP libraries)
• Proven ability to collaborate across teams and influence decision-making without formal authority
• 1-2 years of experience managing or mentoring junior operations or enablement team members

Preferred Qualifications

• SaaS industry experience supporting scaled CS motions
• Background in digital customer journey building or 1:many programs
• Strong working knowledge of CS metrics and reporting workflows
• Familiarity with lifecycle segmentation and CS process mapping
• Exposure to knowledge base or help center systems (e.g., Zendesk, Intercom)
• Comfortable working in an agile/SCRUM workflow

Why Awardco:

• We have a revolutionary, client-approved product.
• One of the fastest growing companies in the nation: 3x Inc. 500, 2x Deloitte Technology Fast 500, 2x Mountain West Capital Network Fast 100, 3x Fast 50 (Utah Business), and 3x UV50 Fastest Growing Companies (BusinessQ), to name just a few.
• Great Place to Work certified, ranked in Inc. Best Workplaces, one of the Best and Brightest companies to work for, and ranked on the Salt Lake Tribune's Top Workplaces.
• Backed by renowned investors, both local and national.

Awardco is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or prot...ed veteran status and will not be discriminated against on the basis of disability.