As the Customer Success Operations Manager, you will play a critical role in streamlining CS workflows, managing key tools and systems, and ensuring the team has actionable insights to drive retention and expansion
This is a highly cross-functional role that requires strong analytical skills, strategic thinking, and a deep understanding of customer lifecycle operations
You will report to the VP of Operations and work closely with Customer Success, Product, Revenue Operations, and Data teams
Own and optimize the Customer Success tech stack (Vitally, HubSpot, Mixpanel, Front, Arrows)
Establish data-driven workflows to help CSMs prioritize at-risk accounts and identify upsell opportunities
Define and implement CS playbooks that help drive adoption, retention, expansion, and customer satisfaction
Collaborate cross-functionally with Product, Data, and Sales to ensure CS is aligned with business goals
Analyze customer usage data to surface insights that drive proactive engagement strategies
Enable the CS team with training and process documentation to improve operational efficiency
Work closely with CS leadership to prioritize initiatives and execute against key objectives
Requirements:
If you thrive in a fast-paced, data-driven environment and enjoy building scalable processes, we’d love to hear from you
5+ years of experience in Customer Success Operations, Revenue Operations, or related roles in a SaaS company
Experience owning and managing a CS tech stack (Vitally, Gainsight, Totango, ChurnZero, or similar)
Strong analytical skills with the ability to leverage data to drive insights and decision-making
Proven ability to optimize processes and implement scalable, repeatable workflows
Cross-functional collaboration experience working with Sales, Product, and Data teams
Ability to work independently in a fast-moving startup environment
Detail-oriented, highly organized, and excellent communicator
Benefits:
Work on technology that has and will directly save lives
