Customer Success Operations Manager

Responsibilities

• Partner with Global Operations to maintain consistent customer success processes and prevent regional drift while supporting AMER growth.
• Govern the Customer Experience operating rhythm, including Get Well Plans, Account Reviews, Path to Green reviews, and leader cadences.
• Own and optimize the AMER Customer Success Management System across KPIs, standards, and operating cadences.
• Improve handoffs and alignment among Sales, Renewals, Support, Professional Services, Technical Account Management, and Customer Success.
• Maintain visibility across the customer lifecycle from purchase and planning through advocacy.
• Oversee regional Get Well Plans and track churn dollars saved to mitigate risk in at-risk segments.
• Shift reporting toward leading metrics such as stakeholder expansion, outcome attainment, customer health, and lead pass generation.
• Prepare and lead monthly and quarterly business reviews for regional and global stakeholders.
• Maintain accurate, current internal documentation, playbooks, customer asset standards, and operational frameworks.
• Support capacity and coverage planning with Finance for priority accounts.

Requirements

• 7+ years of experience with demonstrated success in go-to-market operations, customer success operations, or revenue operations, preferably in a SaaS and enterprise business model.
• Strong Salesforce proficiency; experience with other CRM systems is also considered.
• Exceptional analytical and quantitative skills, including experience with complex datasets, data visualization, and reporting tools.
• Deep understanding of the end-to-end customer journey, enterprise software lifecycle, and business outcome attainment.
• Strong ability to use AI tools and applications for operational efficiency, process automation, and data analysis.
• Excellent written and verbal communication and cross-functional collaboration skills.
• Growth mindset with experience in continuous improvement, change management, data governance, and operational rigor.
• Proven ability to evaluate operational experiments, apply learnings, optimize workflows, and align global and local stakeholders.

Nice-to-haves

• Experience with Gainsight or other customer success platforms.

Compensation and Benefits

• Annual base salary for candidates in Canada: $112,000–$154,000 CAD.
• Equity, bonus, health, dental, and vision insurance.
• RRSP matching, healthcare spending, telemedicine, and paid leave, including PTO and parental leave.