Senior Customer Success Operations Manager

• As a Senior CS Operations Manager, you will go beyond data analysis to drive real operational change across the Customer Success organization.
• This is not a reporting role—it’s a hands-on position where you’ll own and lead projects end-to-end: designing CS playbooks, building internal tools, defining processes, and translating data insights into scalable action.
• You’ll join a small, high-impact team and operate with significant autonomy in a fast-moving environment
• Own and deliver CS operational projects end-to-end—from scoping and design through implementation and iteration—including playbooks, workflows, and automation that improve how Customer Success operates at scale
• Build and maintain internal tools, dashboards, and reporting that give CS leadership real-time visibility into customer health, renewal risk, and operational performance
• Design and operationalize CS playbooks for key motions such as over-usage outreach, churn off-boarding, renewal preparation, and proactive risk intervention
• Partner cross-functionally with Data Engineering, BI, Finance, RevOps, Product, and Sales to ensure CS data infrastructure is accurate, connected, and actionable
• Define and improve CS processes and operational workflows, identifying gaps and inefficiencies and driving measurable improvements in execution speed and consistency
• Support customer health scoring and segmentation models, helping refine the signals, thresholds, and calibration that drive proactive CS engagement
• Translate complex data into clear narratives for leadership, including QBR contributions, board-level retention metrics, and ad-hoc strategic analyses

Benefits

• Care package received upon hire: backpack, multiple shirts etc.
• 401(k)
• Stock options available
• Cellular phone plan coverage
• On and off-location meal perks
• Dental, vision, life & disability insurance
• Work-related travel reimbursement
• Flexible spending account
• Parental leave
• Professional development assistance
• A tech stack with Laptop or PC of choice, up to 2 monitors, office phone, headset
• Work from home opportunities
• Health insurance
• Career development
• At least one offsite event per quarter with spontaneous office gatherings regularly

• Advanced Excel/Google Sheets skills and comfort working with structured data across multiple systems
• Strong proficiency with Salesforce (reporting, dashboards, data model navigation) and experience working with BI tools and data warehouses (e.g., Snowflake, Looker, Tableau)
• Self-directed and comfortable operating with high autonomy in a fast-paced, resource-constrained environment
• Proven track record of owning and delivering operational projects end-to-end, not just analyzing data but building the processes and tools that act on it
• Experience designing and operationalizing playbooks, workflows, or standard operating procedures for customer-facing teams
• Strong communication skills—able to translate data into clear recommendations for both technical and non-technical stakeholders
• 5+ years in CS Operations, Revenue Operations, Business Operations, or a similar role in a B2B SaaS or enterprise technology company
• Hands-on experience with AI/ML tools for workflow automation, content generation, or data analysis—not just awareness, but proven ability to integrate AI into day-to-day operations
• Familiarity with customer health scoring models, churn prediction, or Net Revenue Retention analytics
• Experience with infrastructure, storage, or data platform technologies (understanding of the enterprise IT buyer landscape is a strong plus)
• Background in program or project management with experience coordinating across Engineering, Product, and Go-to-Market teams
• Experience building automation using scripting (Python, JavaScript) or low-code/no-code platforms