Customer Success Operations Manager

Post-Sales Strategy & Analytics

• Own post-sales data and insights management including churn, expansions, pipegen, product usage, customer health metrics, NPS, and team performance dashboards.
• Build and maintain dashboards and executive-ready reporting for QBRs, offsites, and board presentations.
• Translate large, complex datasets into actionable insights and clear narratives for CS teams.
• Maintain data accuracy across Salesforce, BI tools (Omni/Looker), Vitally, and related systems; establish processes to ensure ongoing data integrity.
• Translate business requirements into technical specifications for Data/BI teams and communicate outcomes across technical and non-technical audiences.

CS Compensation & Performance Operations

• Manage quarterly compensation plans, SPIFFs, quota tracking, and attainment reporting.
• Support headcount planning and capacity modeling for the Success organization.
• Build dashboards and reporting frameworks that drive performance visibility and accountability.

Operational Excellence & Automation

• Support and execute large-scale, cross-functional operational programs (e.g., customer scale, NPS, advocacy, product launch readiness), partnering across Data, Product, Finance, Marketing, and GTM to ensure strong execution.
• Drive automation and process optimization initiatives, proactively leveraging and learning emerging AI tools, to improve efficiency, scalability, and workflow quality.
• Identify and implement systems and tooling enhancements while managing and optimizing the CS tech stack (Vitally, Omni, Intercom, and related systems), continuously evaluating new technologies to support growth and scalability.
• Proactively streamline workflows and document and execute process improvements that increase productivity and operational clarity across the CS organization.

Program & Project Management

• Lead large-scale, complex, cross-functional operational programs across the Success organization.
• Work directly with CS leadership and frontline teams to deeply understand business processes and operational needs, translating them into clear execution plans.
• Own the end-to-end rollout of new initiatives, systems, and processes, driving structured program management, change management, and communication plans to ensure successful adoption.
• Collaborate closely with Data, Finance, and broader GTM teams to ensure alignment and coordination across go-to-market functions.

Requirements

• 3-5 years of experience in Customer Success Operations, Revenue Operations, or related SaaS operational roles.
• Strong proficiency in Excel / Google Sheets.
• Basic SQL proficiency.
• Experience with Salesforce (CRM), BI tools (Looker, Omni, or similar), and Customer Success tools (Vitally, Gainsight, or similar).
• Strong experience managing post-sales analytics (retention, churn, expansions, performance tracking).
• Experience owning or operationalizing NPS and customer feedback programs.
• Experience implementing or optimizing CS tooling, including data integration and team enablement.
• Experience leveraging and learning new AI tools to improve workflows, automate processes, and increase operational efficiency.
• Experience leading cross-functional projects from planning through execution.
• Data-driven and systems-oriented mindset.
• Strong stakeholder management and communication skills.
• Organized self-starter who operates effectively both independently and cross-functionally.

Nice to Have

• Experience scaling post-sales operations in a high-growth SaaS environment.
• Experience managing compensation plans, quotas, SPIFFs, and performance reporting.
• Experience supporting headcount planning or capacity modeling.
• Familiarity with tools such as Jira and Intercom.
• Exposure to ARR modeling or deeper financial partnership with Finance.