Customer Success Operations Manager

Responsibilities

• Design and implement standardized processes and workflows across Customer Success and Professional Services to drive consistency and scalability.
• Build and maintain customer playbooks, templates, and best practices that enable the team to deliver repeatable, high quality customer experiences.
• Partner with cross-functional teams to ensure processes are integrated and aligned across departments.
• Proactively identify and mitigate operational bottlenecks before they impact team performance or customer outcomes.
• Track and analyze key performance metrics including customer health scores, retention rates, NPS, and time-to-value to surface trends, risks, and opportunities.
• Build and maintain dashboards and reports that give leadership and the broader team clear, actionable visibility into performance.
• Use customer data and qualitative insights to continuously iterate and improve CS operations.
• Own the CS technology stack including Salesforce and other customer success platforms, ensuring tools are optimized for efficiency and data accuracy.
• Lead the rollout of new tools and integrations in partnership with IT and Product teams.
• Ensure full team adoption through training and ongoing enablement.
• Partner with CS and Onboarding leadership to define team goals and individual performance benchmarks.
• Monitor adherence to operational processes and progress toward targets.
• Deliver recommendations that improve team efficiency and customer satisfaction.
• Support workforce planning initiatives including capacity modeling and resource allocation as the team scales to meet a rapidly growing customer base.
• Continuously evaluate and improve the operational systems that allow the CS team to grow without sacrificing customer experience.
• Collect and analyze customer feedback to inform process improvements and product enhancements.
• Act as a liaison between customers and internal teams to ensure alignment and responsiveness.
• Develop and execute strategies to increase customer engagement and advocacy.

Requirements

• 7+ years of experience in Customer Success Operations or a related field within a SaaS or technical environment.
• Proven track record of building and optimizing scalable CS processes and playbooks.
• Strong data analysis skills with the ability to translate metrics and insights into actionable strategies.
• Hands on experience with Salesforce and other CS platforms including Help Scout, Gainsight, or ChurnZero.
• Excellent organizational and project management skills with a process driven, detail oriented approach.
• Strong verbal and written communication skills with the ability to influence cross-functional stakeholders.
• Self-motivated and adaptable with a bias toward action and a strong service orientation.
• Experience working in or directly supporting the construction technology industry or construction sector is a plus.
• Bachelor's degree or equivalent experience is required.