Sr. Manager - Operations, Customer Success

Manager / Sr. Manager - Customer Success Operations

Location:

Education:

About the Role

Customer Success Operations professional

You will collaborate closely with teams across Customer Success, RevOps, Sales, Product, and Finance to streamline workflows, improve forecasting accuracy, and operationalize customer lifecycle processes.

What Youll Own

Systems, Tooling & Automation

• Own configuration and administration of Customer Success tools (Salesforce, Gainsight, Totango, Catalyst, ChurnZero, or similar)
  
• Automate CSM workflows including onboarding, renewals, lifecycle triggers, and engagement cadences
  
• Implement scalable governance, documentation, and process automation frameworks
  

Data, Reporting & Insights

• Build and maintain dashboards for health scoring, adoption, churn risk, playbook performance, and renewal forecasting
  
• Enable real-time CS insights and reporting for leadership and operational teams
  
• Analyze customer behavior and usage trends to identify risks and growth opportunities
  

Process & Enablement

• Define and optimize customer journey stages, playbooks, and operational SOPs
  
• Support standardization of QBR templates, renewal workflows, and lifecycle communication
  
• Ensure operational consistency, rigor, and predictable reporting across the CS function
  

Cross-Functional Collaboration

• Partner with Sales and Revenue Operations to improve forecasting accuracy and data alignment
  
• Work with Product teams to operationalize usage data and customer feedback loops
  
• Collaborate with Finance on retention, churn, subscription metrics, and NRR reporting
  

What Success Looks Like

In the first 6-12 months, you will:

Deploy scalable workflow automation and operational processes
Improve the reliability and accuracy of renewal and churn forecasting Establish consistent CS reporting and dashboarding visibility for leadership Reduce manual effort for the CS team through process optimization Improve adoption, time-to-value measurement, and health scoring accuracy

What Were Looking For

Skill Area

Requirement

• SaaS Experience mandatory (Enterprise SaaS experience preferred)
• CS Tools
• Experience with Gainsight administration (Gainsight Admin certified)
• Reporting & Analytics
• SQL, Tableau, Power BI, Looker, or similar
• Process Design
• Experience creating playbooks, SOPs, customer lifecycle models
• Cross-Functional Execution
• Comfortable collaborating with U.S.-based teams

Required Qualifications

• 5-10 years in Customer Success Operations, RevOps, Business Operations, or similar SaaS experience
  
• Strong understanding of Customer Success metrics (NRR, GRR, Churn, Adoption, Time-to-Value)
  
• Hands-on experience improving customer lifecycle workflows and automation
  
• Ability to translate operational needs into dashboards, reporting, and predictable metrics
  
• Strong documentation discipline and operational mindset
  

Nice to Have

• Experience implementing CS tools from scratch
  
• Experience in SEO, Marketing Tech, or Analytics SaaS environments
  
• Certification in Salesforce, Gainsight, or similar platforms
  

Who Thrives Here

Youll be successful if you are:

• A

  builder

  who enjoys turning ambiguity into scalable operational systems
• A

  data thinker

  who sees insights in patterns and creates predictable reporting
• A

  systems operator

  who loves workflow design, process discipline, and automation

Apply if Youre Ready To:

Build the systems that power Customer Success
Enable scalable growth across global enterprise accounts Improve visibility, insights, and operational excellence across the CS team