Job Overview
We’re looking for a Tool Operations & Growth Manager to oversee approved users of the tool, support their day-to-day needs, and lead the marketing efforts that drive adoption, engagement, and visibility. This role blends user support, operational oversight, performance tracking, and hands-on marketing.
Key Responsibilities
User Management & Support
- Serve as the main point of contact for approved users, answering questions and providing guidance.
- Manage onboarding, approvals, ongoing support, and user education.
- Maintain clear support materials such as FAQs, guides, and onboarding templates.
Operations & Performance
- Monitor platform usage, user behavior, and overall engagement.
- Identify trends, friction points, and opportunities for improvement.
- Work with product and engineering to communicate issues, feedback, and feature ideas.
- Prepare simple, consistent performance summaries to track tool health and user activity.
Marketing & Growth
- Lead the marketing strategy for the tool, including positioning, messaging, and campaign planning.
- Create and run multi-channel campaigns (email, social, in-app, content) to drive adoption and feature engagement.
- Develop user-friendly content such as guides, social posts, newsletters, and educational materials.
- Plan and support go-to-market launches for new features and updates.
- Oversee lifecycle communication to help onboard, activate, and retain users.
- Track and evaluate marketing efforts, adjusting strategies based on engagement and performance data.
Cross-Functional Collaboration
- Partner with product, engineering, marketing, and leadership to align on priorities and improvements.
- Provide insights from user behavior and campaign performance to help shape the tool and its roadmap.
Qualifications
- 3+ years in SaaS operations, customer success, marketing, growth, or similar roles.
- Strong communication skills and comfort interacting with users.
- Solid understanding of digital marketing, content development, and campaign execution.
- Analytical mindset and experience working with usage or performance metrics.
- Organized, proactive, and able to manage multiple workstreams at once.
Success in This Role Looks Like
- Smooth onboarding and high satisfaction across approved users.
- Clear, consistent user engagement and improved adoption of key features.
- Strong, cohesive marketing presence that grows usage.
- Practical insights and feedback loops informing product development and user experience.