# Customer Success Systems & Operations Manager

**Company:** [Wrapbook](https://hotfix.jobs/companies/wrapbook)
**Location:** Remote
**Role:** Customer Success
**Salary:** $110k – $174k/yr
**Experience:** 3+ years
**Skills:** Salesforce, Service Cloud, Salesforce Flows, Salesforce Reporting, Salesforce Dashboards, Salesforce Administrator, Salesforce Business Analyst, Process Automation, Workflow Design, Data Integration
**Posted:** 2026-02-17

> Leads systems and operations for Customer Success, diagnosing workflow issues, designing scalable Salesforce solutions, and driving automation to enhance efficiency and reliability in post-sale processes. Requires 3+ years in ops roles and strong Salesforce expertise.

## Job Description

## What You'll Do

### Diagnose & Clarify Operational Challenges
- Identify and analyze breakdowns across onboarding, customer success, and support workflows.
- Diagnose root causes of operational friction and translate them into clear, prioritized problem statements.
- Partner with post-sale leadership to align on business definitions of success, service levels, and operating priorities.

### Design & Implement Scalable Solutions
- Translate diagnosed operational challenges into clear, prioritized system and process requirements aligned to business outcomes.
- Design scalable workflows and operating models across onboarding, customer success, and support to reduce friction and improve reliability.
- Implement solutions through **Salesforce** configuration where appropriate, or produce detailed technical requirements for implementation by the GTM Systems Architect or contractors.
- Ensure reliable data capture, signal integrity, and consistent metric definitions across **Salesforce** and adjacent tools (telephony, chat, support platforms).
- Partner with systems stakeholders to evolve solutions in scalable, extensible, and secure ways.

### Operationalize & Scale Execution
- Operationalize post-sale success metrics defined by Customer Success leadership, ensuring they are measurable and trusted in **Salesforce** as the system of record.
- Support Customer Success–led WBR, MBR, and QBR cadences by ensuring dashboards and reporting are aligned to agreed definitions.
- Ensure defined capacity assumptions and SLAs are observable in systems (without owning the underlying capacity model).
- Reduce reactive firefighting by replacing manual coordination with durable workflows and automation.
- Drive change management through documentation, enablement, and adoption support.
- Partner with AI Engineering to define requirements for cross-system workflows, while maintaining **Salesforce**-native automation ownership.

## What You'll Have
- 3–6+ years of experience in **Customer Success Operations**, **Revenue Operations**, **Business Operations**, **Business Systems**, or similar roles.
- Experience supporting post-sale teams in a B2B SaaS or operationally complex environment.
- Experience identifying business problems, structuring requirements, and driving system or process improvements.
- Strong analytical skills and comfort using **Salesforce** and operational data to inform decisions.
- Strong systems thinking and process design skills, with a bias toward durable, scalable workflows.
- Comfortable operating in build-mode environments where execution ownership is expected.
- Strong cross-functional communicator who can navigate ambiguity, align stakeholders, and drive clarity.
- Customer-centric, with a bias toward accountability, operational rigor, and continuous improvement.
- AI-first / automation-first mindset with disciplined judgment.

### Salesforce & Technical Fluency
- Strong working knowledge of **Salesforce** (**Service Cloud**, reporting, dashboards, **Flows**).
- Ability to implement solutions via direct **Salesforce** configuration, lightweight customization, or by producing detailed technical requirements for execution by the GTM Systems Architect or Developer.
- Comfort working across adjacent tools (support platforms, telephony, chat, email) and ensuring clean integration and reliable data capture.

**Salesforce Administrator Certification (Plat-Admn-201)** — Required  
**Salesforce Business Analyst (BA-201)** — Nice to have  
**Salesforce Advanced Administrator (Plat-Admn-301)** — Nice to have

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