Customer Success Operations Manager

About the role

We are looking for a Customer Success Operations Manager to help scale and optimize our post-sales organization. In this role, you will partner closely with CS leadership and cross-functional teams to drive operational rigor, scalable systems, and data-driven decision-making across Customer Success, Renewals, Solutions Engineering (pre- and post-sales), and Support.

Responsibilities

• Own post-sales data and insights management including churn, expansions, pipegen, product usage, customer health metrics, NPS, and team performance dashboards.
• Build and maintain dashboards and executive-ready reporting for QBRs, offsites, and board presentations.
• Translate large, complex datasets into actionable insights and clear narratives for CS teams.
• Maintain data accuracy across Salesforce, BI tools (Omni/Looker), Vitally, and related systems; establish processes to ensure ongoing data integrity.
• Translate business requirements into technical specifications for Data/BI teams and communicate outcomes across technical and non-technical audiences.
• CS Compensation & Performance Operations
• Manage quarterly compensation plans, SPIFFs, quota tracking, and attainment reporting.
• Support headcount planning and capacity modeling for the Success organization.
• Build dashboards and reporting frameworks that drive performance visibility and accountability.
• Operational Excellence & Automation
• Support and execute large-scale, cross-functional operational programs (e.g., customer scale, NPS, advocacy, product launch readiness), partnering across Data, Product, Finance, Marketing, and GTM to ensure strong execution.
• Drive automation and process optimization initiatives, proactively leveraging and learning emerging AI tools, to improve efficiency, scalability, and workflow quality.
• Identify and implement systems and tooling enhancements while managing and optimizing the CS tech stack (Vitally, Omni, Intercom, and related systems), continuously evaluating new technologies to support growth and scalability.
• Proactively streamline workflows and document and execute process improvements that increase productivity and operational clarity across the CS organization.
• Program & Project Management
• Lead large-scale, complex, cross-functional operational programs across the Success organization.
• Work directly with CS leadership and frontline teams to deeply understand business processes and operational needs, translating them into clear execution plans.
• Own the end-to-end rollout of new initiatives, systems, and processes, driving structured program management, change management, and communication plans to ensure successful adoption.
• Collaborate closely with Data, Finance, and broader GTM teams to ensure alignment and coordination across go-to-market functions.

Requirements

• 3-5 years of experience in Customer Success Operations, Revenue Operations, or related SaaS operational roles.
• Strong proficiency in Excel / Google Sheets.
• Basic SQL proficiency.
• Experience with Salesforce (CRM), BI tools (Looker, Omni, or similar), and Customer Success tools (Vitally, Gainsight, or similar).
• Strong experience managing post-sales analytics (retention, churn, expansions, performance tracking).
• Experience owning or operationalizing NPS and customer feedback programs.
• Experience implementing or optimizing CS tooling, including data integration and team enablement.
• Experience leveraging and learning new AI tools to improve workflows, automate processes, and increase operational efficiency.
• Experience leading cross-functional projects from planning through execution.

Qualifications

• Data-driven and systems-oriented mindset.
• Strong stakeholder management and communication skills.
• Organized self-starter who operates effectively both independently and cross-functionally.

Skills

• Strategic, systems-oriented operator who leverages automation and AI to scale impact.
• Proactive in identifying inefficiencies and redesigning workflows through tooling and integrations.
• Highly analytical and data-driven, turning insights into clear operational action.
• Able to drive complex, cross-functional initiatives end-to-end.
• A strong communicator who translates technical concepts into business outcomes and builds trust across teams.

Benefits

You'll get a high degree of trust in your ideas and execution. An opportunity to partner and collaborate with other talented people. The ability to make an immediate impact in helping customers create a great workplace experience. Support for your personal and professional growth. High impact, high visibility. You will work directly with CS leadership and partner cross-functionally across Data, Product, Finance, and GTM - your work will shape how the entire post-sales organization operates. Build and scale. This is an opportunity to design and implement systems, tooling, and automation that meaningfully improve how Customer Success operates at scale. Own meaningful programs. From NPS to automation initiatives to cross-functional operational programs, you’ll drive initiatives that directly impact retention, expansion, and customer experience. Data-driven influence. You won’t just build dashboards - you’ll translate insights into action, helping leadership make smarter decisions and enabling frontline teams to perform at a high level. Modern, forward-looking focus. With automation and AI as strategic priorities, you’ll help modernize workflows and improve efficiency across the Success organization. Room to grow. This role offers strong exposure to leadership, cross-functional strategy, and scalable systems building - creating a clear path for growth within Operations.

Pay

$110K - $130K

Schedule

On-site position that requires working 4 days a week (Monday-Thursday) at our San Francisco HQ.