Manager, Customer Success Operations
Own the operational processes, reporting, planning, and systems improvements that enable Customer Success to scale. The role requires 4+ years in operations, strategy, consulting, or a similar analytical function, plus strong problem-solving and cross-functional influence skills.
About the job
Responsibilities
- Own operational cadences for Customer Success, including pipeline and renewal reviews, customer health reporting, and book-of-business management.
- Translate ambiguous questions from Customer Success leadership into clear problem statements and drive resolution through process, reporting, or systems changes.
- Partner with Revenue Technology and Revenue Analytics to improve the systems, data, and reporting used by Customer Success Managers.
- Align with Sales, Finance, and Revenue Strategy & Operations teams to operationalize go-to-market changes affecting Customer Success.
- Identify process friction and lead improvement efforts from diagnosis through rollout and adoption.
- Support planning cycles, including capacity modeling, segmentation, territory and coverage planning, and target setting.
- Contribute the Customer Success perspective to broader Revenue Operations initiatives.
Requirements
- 4+ years of experience in Sales Operations, Revenue Operations, management consulting, strategy, or a similar analytical and problem-solving role.
- Strong critical thinking and structured problem-solving skills.
- Demonstrated ability to execute quickly and drive outcomes.
- Systems thinking and understanding of cross-functional go-to-market impacts.
- Strong cross-functional collaboration and stakeholder influence skills.
- Curiosity and ability to learn new domains, tools, and concepts quickly.
- Comfort working in a scaling environment with ambiguity and evolving structure.
Compensation and Benefits
- United States base salary: $104,800–$176,400 USD.
- Flexible paid time off.
- Team member resource groups.
- Equity compensation and employee stock purchase plan.
- Growth and development fund.
- Parental leave.
- Home office support.
Skills
Sales Operations, Revenue Operations, Critical Thinking, Problem Solving, Revenue Technology, Revenue Analytics, Capacity Modeling, Segmentation, Territory Planning, Go-To-Market Operations
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