Customer Success Operations Manager

Summary

Join our team as a Customer Success Operations Manager and drive operational excellence across our Customer Success organization. This data-driven role focuses on systems, strategy, and customer experience, playing a central role in scaling value delivery to customers in a fast-paced environment. You will shape systems and processes for a growing team, drive insights influencing customer experience and retention, and work remotely with a collaborative team. This opportunity offers exposure to executive leadership and contributions to company-wide initiatives. The position involves managing Salesforce, streamlining customer lifecycles, implementing customer success software, developing analytics dashboards, building scalable processes, supporting forecasting, and leading cross-functional initiatives to improve customer experience, retention, and expansion. The ideal candidate will have a strong analytical mindset and excellent communication skills.

Requirements

• 3+ years of experience in Customer Success Operations, preferably at a SaaS company
• Strong Salesforce and related tech stack administration and reporting skills; ability to design and manage custom workflows and objects
• Proven ability to drive process improvements and scale operations in a fast-paced environment
• Excellent project management and communication skills
• Strong analytical mindset, with the ability to work with data to identify insights and drive decisions

Responsibilities

• Own the design, implementation, and continuous improvement of Customer Success (CS) operations, systems, and reporting
• Manage and optimize Salesforce for the CS team, ensuring workflows, data integrity, and reporting align with business needs
• Partner with Customer Success, Sales, and Product teams to streamline the customer lifecycle from onboarding to renewal
• Evaluate and implement customer success software and tooling (e.g., Gainsight, ChurnZero, Vitaly) to enhance team efficiency and customer engagement
• Develop and maintain dashboards and analytics to measure team performance, customer health, and retention trends
• Build scalable processes to support a growing CS team across multiple business units
• Support forecasting, capacity planning, and segmentation strategies for Customer Success
• Lead cross-functional initiatives that improve customer experience, retention, and expansion

Preferred Qualifications

• Experience with customer success platforms such as Planhat, ChurnZero, or Vitaly
• Background working in private equity-backed or multi-product SaaS environments

Benefits

• $1,000 employee referral
• Flexible paid vacation/personal time policy
• 6 weeks paid parental leave