Job Title: Customer Success & Operations Manager
Location: West Roxbury, MA
Role Overview:
We’re looking for a Customer Success & Operations Manager who thrives in a fast-paced environment, is detail-oriented, has articulate communication skills, and enjoys wearing multiple hats. This role combines critical customer success management with key operational responsibilities across business development and marketing.
Primary Responsibilities Customer Success (60%)
- Lead onboarding and implementation for new brand partners, ensuring a smooth transition from sale to live deployment.
- Manage ordering and logistics for NFC chips, including coordination with factories and suppliers.
- Conduct dashboard training sessions and manage follow-ups with customers.
- Track usage and performance metrics, identify retention risks, and lead renewal conversations, proactively reaching out to clients who are not hitting target milestones.
- Collaborate with engineering to file support tickets, propose product improvements, and prioritize upgrades.
- Identify upsell opportunities to expand customer value and adoption.
Business Development Support (20%)
- Assist in creating sales decks, demos, and presentations to support business development initiatives.
- Partner with leadership to support preparation of case studies and proposal templates for prospective clients.
Marketing Operations (20%)
- Coordinate shipping of marketing samples and branded materials.
- Manage operational tasks related to sales and marketing.
- Support research projects and general marketing administration to drive brand growth.
Qualifications
- 3–5 years of experience in customer success, operations, or account management (preferably in SaaS).
- Strong organizational skills with a bias toward action and process improvement.
- Ability to manage multiple workstreams and deadlines with minimal supervision.
- Excellent written and verbal communication skills.
- Comfortable collaborating cross-functionally with technical, marketing, and business teams.
- Experience with tools such as Microsoft Office suite, CRM systems, and AI platforms is highly desirable.
About Endstate Authentic
Endstate Authentic is Alliance Entertainment’s dedicated authentication and resale platform, using its patented technology to deliver NFC-enabled product identity, brand protection, customer engagement, and authenticated resale solutions for physical collectibles and consumer products. By embedding NFC chips directly into items, Endstate Authentic links each product to a secure digital identifier that enables authentication, unlocks exclusive digital content and experiences, and provides brands with actionable insights into customer behavior. The platform’s patented and patent-pending technologies support authenticated peer-to-peer resale, allowing brands and rights holders to participate in secondary markets while maintaining product integrity and establishing new customer relationships. As a scalable, enterprise-grade solution, Endstate Authentic serves Alliance’s internal initiatives while continuing to support external brands, licensors, and ecosystem partners across the global collectibles and authentication landscape.
Job Type: Full-time
Pay: $75,000.00 - $85,000.00 per year
Benefits:
- 401(k) matching
- AD&D insurance
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Tuition reimbursement
- Vision insurance
Work Location: Hybrid remote in West Roxbury, MA 02132
