Customer Success Operations Manager

**About Jiko**

In an era of financial uncertainty, safeguarding corporate cash is more critical than ever. Jiko is designed for unmatched safety, liquidity, and simplicity — combining the innovation of a technology platform with the security of a regulated bank. By reinventing the traditional deposit model, Jiko offers Jiko Pockets—a seamless solution that combines the transactional ease of a bank account with fully automated investments in U.S. Treasury bills. Now, with JikoNet, institutions can securely move funds 24/7 across industries while keeping assets continuously invested and protected. Finance leaders can access Jiko Pockets and JikoNet through Jiko’s online dashboard, secure APIs, and integrations with leading Treasury Management partners.

**Position Overview**

Joining Jiko’s Customer Success team as Customer Success Operations Manager, you’ll contribute to the build out of a world-class global Customer Success and Support organization that drives business growth and delivers an exceptional customer experience. This role reports to the Director of Customer Success.

You’ll thrive in this role if you enjoy collaborating to build functions and processes that deliver for both the business and customers.

**What you will be doing**
- Partner with the Director of Customer Success to establish key procedures and processes for the Customer Success and Support functions at Jiko
- Own and execute the operating rhythm for Customer Success and Support, including customer onboarding
- Collaborate with partners and stakeholders in Product, Engineering, Operations, Sales and Compliance to establish key customer feedback loops and help to drive prioritization of enhancements and new feature requests on the roadmap
- Serve as key customer point of contact alongside Operations and Engineering for the early US ET morning window, especially coordinating cross-functionally on urgent and important items

**What experience you should have**
- 7-10+ years of professional experience, including 2+ years managing direct reports.
- Proven background in Customer Success Operations, Customer Experience, and Customer Success or Support.
- English fluency with exceptional communication skills and experience engaging sophisticated B2B and B2C customers.
- Strong collaboration with Product and Engineering, with knowledge of best practices across both functions.
- Experience with U.S. financial institutions and regulatory environments (FINRA broker-dealer, KYB/KYC, BSA, Reg E, fraud mitigation).
- Highly diligent, detail-oriented, and process-driven, with expertise in documentation and a passion for execution excellence.

**What we offer**
- Opportunity to grow within a high-potential startup
- A collaborative, international and mission-driven team
- Modern tech stack and agile ways of working
- Jiko has a hybrid schedule in its San Francisco and Iceland offices (2 days in the office), and remote for other locations.
- Compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs.

**Additional Information**

Jiko is working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Jiko is a proud equal-opportunity employer. We work hard to evaluate all employees and job applicants consistently and fairly. We provide an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.