# Customer Success Operations Manager

**Company:** [Envoy](https://hotfix.jobs/companies/envoy)
**Location:** Austin, TX
**Role:** Customer Success
**Salary:** $94k – $102k/yr
**Experience:** 3+ years
**Skills:** Salesforce, SQL, Looker, Omni, Vitally, Gainsight, Excel, Google Sheets, Intercom, Jira, AI Tools
**Posted:** 2026-04-10

> Manages post-sales operations including data analytics, compensation, automation, and cross-functional programs for Customer Success teams. Partners with leadership to build dashboards, optimize tooling, and drive scalable processes using Salesforce, BI tools, and AI.

## Job Description

## 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.

## You have
- 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.

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