Customer Operations and Success Manager

Company Description

OutiFi is a software platform designed to help small utilities communicate with their customers during emergencies, like power outages. Based in Provo, UT, OutiFi is dedicated to enhancing community engagement and providing effective solutions for small utilities.

Role Summary

This role owns the post-go-live customer lifecycle, builds the go-live to 6 month process and the 6 month to 3 year process, and writes SOPs so delivery is fully documented, repeatable, and can be run consistently by the team.

Location and Work Setup

Months 1 and 2 are in-office. By 60 days, if you’re hitting the milestones we agree on, this role can become hybrid.

What You’ll Own

• Run and improve our Customer Health Index (CHI), including a weekly cadence and action plans
• Build and run the go-live to 6 month success process
• Build and run the 6 month to 3 year success process
• Write SOPs for the full post-sale lifecycle so it is fully documented and repeatable
• Build self-serve help: a training video content library and an AI chat bot
• Build automations in our CRM, Pipedrive, throughout onboarding and customer success
• Build a referral program that generates $50k in additional revenue per year by the end of year 2 and $100k per year by the end of year 4
• Ability and willingness to fly onsite to personally onboard customers when it is the highest leverage way to make adoption stick

Responsibilities

Post-go-live success rhythm (go-live through 3 years and beyond):

• Build check-ins and milestones that make sense for utilities, then run that cadence across accounts
• Drive adoption across office, dispatch, and field roles and course-correct early when usage slip
• Run training and incident readiness check-ins so customers are ready when it matters
• Maintain SOPs, templates, and checklists so delivery is consistent every time

Renewals, referrals, and building raging fans:

• Own the renewal process: timeline, value recap, and early risk flagging using Customer Health Index
• Turn successful customers into references and referrals through a consistent, comfortable process
• Build the process and write an SOP to help us get referrals, build case studies, and gather testimonials we can use for marketing and website material
• Maintain and document Pipedrive automations and the self-serve help system (content library and AI chat bot)

What Success Looks Like

• Customers are truly adopted by month 6 (not just implemented)
• Post-go-live issues are caught early and handled through a clear, owned process
• Renewals are predictable and low stress
• CHI drives weekly action plans and forecasting
• SOP library is usable by someone new
• Training and contact library is built within 6 months

Experience

• Experience in Customer Success, Implementation, or Customer Ops in B2B SaaS
• You’ve built repeatable processes and you like documentation
• Comfort working with ops-heavy customers where urgency is real and people are busy
• Bonus: municipal utilities, dispatch, field ops, Pipedrive automation, enablement content, or AI help bot experience