Client Success Operations Manager
Key Qualifications
- 1-3 years of experience in customer success operations, sales operations, or customer success (e.g., CSM), ideally in B2B SaaS.
- Proven success designing and implementing client lifecycle processes (adoption, risk escalation, renewal, expansion) adopted across a team.
- Strong experience administering, building, and optimizing CRM and CS tooling (e.g., Salesforce), including workflow automation and data hygiene.
- Demonstrated ability to build reporting and dashboards on retention and growth metrics (NRR/GRR, logo retention, renewal pipeline, expansion pipeline, health scores, churn risk) and translate them into action.
- Experience managing renewal forecasting processes and supporting revenue leadership with accurate, timely pipeline visibility.
- Hands-on experience applying AI tools (e.g., LLM assistants, AI agents, workflow automation, ideally in Claude) to operational work, while maintaining the judgment to know where AI adds leverage versus risk.
- Excellent communication and relationship-building skills across functions including Client Success, Sales, Finance, and Product.
- Ability to manage competing priorities and execute with precision in a fast-moving environment.
Preferred
- Experience with SQL or BI tools (e.g., Databricks, DOMO).
- Experience building AI-assisted reporting or agentic workflows.
- Familiarity with capacity and compensation planning for CS teams.
- Experience supporting clients in regulated or security-conscious industries.
Description
As the Client Success Operations Manager, you’ll own the engine that helps the CS organization runs day to day; this includes its data, systems, processes, and cadences. This is an individual contributor role with broad cross-functional reach. You’ll build and maintain the reporting layer leadership relies on: renewal pipeline, client health, risk signals, and retention performance. You’ll design the operating rhythm (forecast calls, risk reviews, churn root cause analysis reviews) and the workflows that keep accounts moving through the lifecycle consistently. You’ll support and improve the CS-related tech stack, partnering with internal data teams so client and revenue data is accurate and actionable. You’ll also support the CS org’s expansion motion, working in conjunction with Sales and Sales Ops to identify expansion signals in account data, build the processes that route opportunities between CS and Sales, and ensure expansion pipeline is tracked and forecasted alongside renewals. We expect this role to be an AI force multiplier for the organization: identifying where AI can automate reporting, surface risk and expansion signals earlier, and remove manual work from CSM workflows … then building and championing those solutions.
What You’ll Do
- Build and maintain dashboards and reporting on renewals, expansions, NRR/GRR, health scores, and churn risk.
- Own renewal pipeline operations: forecast cadence, stage hygiene, and leadership reporting.
- Support the expansion motion with Sales and Sales Ops: opportunity identification, CS-to-Sales handoff processes, and expansion pipeline tracking, as it relates to CS Teams.
- Identify, build, and scale AI-powered workflows that automate operational tasks and accelerate insights for the CS org.
- Support the administration of the CS-related tech stack and drive CRM data quality and automations.
- Run the CS operating cadence, including renewal forecast reviews, all-hands, etc..
- Surface insights on client trends and operational bottlenecks to CS and revenue leadership.
- Partner with Onboarding & Implementation to operationalize the onboarding, implementation, and client support processes.
- Partner with Voice of Customer initiatives (alongside Client Success, Strategy, and Product) to ensure client feedback is circulated and actioned throughout the organization.
Additional Information
- This is a global-facing role supporting a distributed CS team across regions and time zones.
- This is an individual contributor position reporting to the Director of Revenue Operations.
Benefits
- Competitive Compensation
- Company Equity Options
- Flexible PT
- Wellness Reimbursement
- US Holidays (Office Closed)
- Paid Parental Leave
- Comprehensive Medical, Dental, and Vision Insurance
- 401(k) Plan