Customer Success Operations Manager

About the role

The Role At Affinity, we're building a world-class Customer Success organization and we’re looking for a Customer Success Operations Manager to be the key driver for how we scale, operate, and deliver value to our customers. In this role, you’ll drive the roadmap behind our Customer Success strategy within the Revenue Operations team powering insights, planning, and processes that enable our CS team to delight our customers. In this role you will work cross-functionally with CS leadership, RevOps, Product, and Finance, and have high visibility across the organization.

Responsibilities

• Partner with Customer Success leadership to design and operationalize strategies around account segmentation, customer journeys, and success planning
• Build and manage models for CS capacity planning, productivity benchmarks, customer health scoring, and churn/expansion forecasting
• Track and analyze key customer metrics—e.g. GRR, NRR, CSAT, onboarding time—to identify trends and drive continuous improvement
• Own the Customer Journey and the Customer Success Org’s operational roadmap
• Collaborate with Finance on budgeting, headcount, and compensation strategy for the CS organization
• Serve as a systems and tooling expert—partnering with the our Data and Systems teams to ensure the CS tech stack is running efficiently
• Surface actionable insights to Customer Success Managers and CS leadership to help them prioritize actions and scale best practices

Qualifications

• 3+ years of experience in a CS Operations role at a high-growth company
• Strong familiarity with Customer Success metrics and SaaS operating models (e.g. customer health, NPS, GRR, NRR, LTV)
• Proficiency in Excel/Google Sheets and BI tools (e.g. Looker, Tableau) for data analysis and visualization
• Proficiency using AI to automate operational process and build artifacts and/or agents for stakeholders to leverage and work more efficiently (e.g. Claude, ChatGPT)
• Expert level knowledge of Salesforce CRM and Customer Success tools (e.g. Gainsight, Planhat)
• Excellent communication and presentation skills; able to translate data into stories and strategic recommendations
• Strong project management and program management skills, with the ability to drive projects to completion with minimal oversight
• Experience partnering with FP&A to build revenue plans, capacity models, compensation plans, and deal desks
• Maintains a long-term outlook while being revenue-focused when leading a team finding solutions to challenges
• Autonomous, self-driven, and able to thrive in ambiguity