Revenue Operations Manager - Customer Success Operations

Summary

Join Aiwyn, a rapidly growing software company transforming accounting firm revenue management, as a Revenue Operations Manager focused on Customer Success Operations. You will be responsible for optimizing post-sale processes, building customer health dashboards, managing Customer Success platforms, and collaborating with various teams to ensure a seamless customer experience. This role requires 4+ years of experience in Revenue Operations, Customer Success Operations, or GTM strategy, strong analytical skills, and proficiency with Customer Success tools and CRMs.

Requirements

• 4+ years in Revenue Operations, Customer Success Operations, or GTM strategy roles
• Strong understanding of customer lifecycle stages and metrics (e.g., churn, NRR, GRR, health scoring)
• Experience with Customer Success tools (e.g., Gainsight, Totango) and CRMs (e.g., Salesforce)
• Strong analytical skills with the ability to tell stories through data
• Excellent project management, communication, and cross-functional collaboration skills

Responsibilities

• Design, document, and continuously improve post-sale processes including onboarding, renewal, expansion, and escalation workflows
• Support territory and account assignments for Customer Success Managers, ensuring equitable coverage
• Streamline handoffs between Sales and Customer Success to ensure a smooth customer transition
• Work closely with Sales, Marketing, Product, and Support to align on customer segmentation, feedback loops, and upsell/cross-sell strategies
• Build and maintain dashboards to track customer health, product usage, NPS/CSAT, renewal risk, and expansion opportunities
• Collaborate with CS leadership to define key metrics and reporting that guide team strategy and individual performance
• Identify churn risk patterns and proactively surface insights to enable intervention strategies
• Own and manage Customer Success platforms (e.g., Gainsight, Totango, Catalyst) and ensure integration with CRM and other GTM tools
• Partner with GTM Ops and RevOps peers to ensure data consistency, visibility, and system optimization across the customer lifecycle
• Implement automated alerts, playbooks, and workflows to support CSMs and scale the customer experience
• Work closely with Sales, Marketing, Product, and Support to align on customer segmentation, feedback loops, and upsell/cross-sell strategies

Benefits

• You'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast growing SaaS startup led by an experienced and successful co-founding team with industry experience
• Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls
• Remote, work-from-anywhere culture
• Flexible PTO
• World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support
• Stock options - every Full Time Employee has ownership in Aiwyn's future and success
• 401(k) matching