Tool Operations & Growth Manager

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.