Blazestack https://www.getonbrd.com/companies/blazestack Follow

January 12, 2026

Customer Operations & Success Manager in Blazestack

Remote | Senior | Full time | Customer Support

Gross salary $2900 - 3500 USD/month

3 applications

Replies between 1 and 3 days

Last checked today

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ⓘ Requires applying in English

Blazestack is a forward-thinking technology company delivering mission-critical software for public safety teams. As part of our Customer Operations & Success team, you will own the entire operational and commercial customer lifecycle—from initial agreement through onboarding, support, renewals, and billing. You’ll work closely with Sales, Operations, Finance, and Engineering to ensure accuracy, timeliness, and a seamless customer experience. This role is essential for maintaining trusted relationships, driving renewals, and optimizing revenue operations in a fast-moving, remote-first environment. You will operate without supporting staff initially, requiring exceptional organization, deep attention to detail, and a proactive approach to problem-solving.

What You Own

1) Agreements, Renewals & Revenue Retention

Draft, manage, and execute yearly and multi-year customer agreements via DocuSign
Manage contract edits, comparisons, approvals, and signature tracking
Maintain vendor forms and procurement documentation
Run renewal timelines, follow-ups, and multi-year transitions
Identify opportunities to convert annual customers into multi-year agreements
Escalate churn risk or complex negotiations to Sales and Operations

2) Onboarding & Lifecycle Management

Set up new customer accounts, organizations, and access
Coordinate onboarding emails, calls, and platform setup
Maintain accurate contract, deal, and organization records across CRM and internal systems
Run structured customer check-ins to track adoption, satisfaction, and renewal readiness
Monitor automation accuracy, contract terms, and renewal intent

3) Billing, Invoicing & Payments

Create customer accounts and invoices in accounting software
Issue yearly and multi-year invoices (including manual multi-year billing)
Track payments, follow up on overdue balances, and manage POs
Maintain AR tracking and billing records

4) Customer Support & Escalation

Serve as the primary support contact via Zendesk, email, and phone
Own the Zendesk queue: triage, response, escalation, and closure
Replicate issues, coordinate with engineering, and run screen-shares
Schedule trainings, demos, compatibility tests, and tutorials
Deliver calm, structured, high-quality customer communications that build trust

5) Internal Operations, Metrics & Quality Control

Keep contracts, billing, and customer records audit-ready
Maintain SOPs, onboarding playbooks, and internal documentation
Track CSAT, feedback, testimonials, and churn data
Design, maintain, and continuously improve efficiency and performance metrics
Coordinate customer gifts, sponsorships, and internal follow-ups

What Success Looks Like

* Contracts, renewals, and invoices go out on time, every time

* Customers are correctly set up across every system

* Support tickets are resolved with clear ownership and documentation

* No missing paperwork, lost POs, or surprise churn

* Sales and Operations can focus on growth because execution is predictable and reliable

Who This Is For

This role is for someone who is: exceptionally detail-oriented and conscientious, a strong problem-solver who traces issues to root cause, comfortable owning revenue-critical workflows, fluent with Zendesk, DocuSign, CRMs, and accounting tools, near-native in written and spoken English with a professional tone suitable for government and enterprise customers, reliable, methodical, and hard to surprise. You are not just “support.” You are the operational backbone of customer trust and recurring revenue.

Desirable but not required

Experience in SaaS customer operations, revenue operations, or billing/commercial roles; familiarity with CRM systems (e.g., Salesforce), accounting software, and contract management tools; ability to manage multiple concurrent processes with high accuracy; strong communication and collaboration skills; willingness to learn and adapt in a fast-paced, remote-first environment.

Benefits

Opportunity to build mission-critical software that positively impacts public safety teams enhanced with cutting-edge AI capabilities.
Work with a dedicated, fast-moving team utilizing the latest cloud, infrastructure, and AI-driven UI technologies.
Thrive in a remote-first culture that emphasizes speed, ownership, innovation, and experimentation.
Be part of a forward-thinking company at the forefront of AI and cloud-native technology integration for essential real-world applications.

GETONBRD Job ID: 58371

Fully remote You can work from anywhere in the world.

Flexible hours Flexible schedule and freedom for attending family needs or personal errands.

Paid sick days Sick leave is compensated (limits might apply).

Digital library Access to digital books or subscriptions.

Company retreats Team-building activities outside the premises.

Computer provided Blazestack provides a computer for your work.

Education stipend Blazestack covers some educational expenses related to the position.

Remote work policy

Fully remote

Candidates can reside anywhere in the world.

About Blazestack

Blazestack is great technology, great service, for those who serve. — Blazestack's full profile