Manager, Customer Success Operations

About Our Client

This organization develops AI-powered simulation training focused on essential skills such as communication, leadership, empathy, and judgment. It serves enterprise clients across healthcare, financial services, technology, and education sectors, providing realistic, high-stakes conversational practice environments. The company addresses the challenge of building human capability at scale through its simulation platform.

About the Opportunity

The Manager, Customer Success Operations is responsible for building and optimizing the customer success operational infrastructure. This role drives the effectiveness of specialized customer success teams by developing data-driven account health scoring, coaching implementation management, and designing scalable engagement models. The position is central to improving customer outcomes through streamlined processes and risk intelligence.

Responsibilities

• Design and deploy actionable account health scores
• Develop risk indicators and adoption insights for timely account interventions
• Manage utilization data infrastructure to ensure visibility for all accounts
• Create executive-level reports linking platform usage to business outcomes
• Collaborate on weekly account health communications to reduce manual data work
• Manage and develop the Implementation Manager
• Continuously improve implementation methodology and KPI tracking
• Aim for a 30-day time-to-value target for implementations
• Design scalable operational processes for long-tail customer segments
• Build tools and playbooks enabling efficient management of high-volume accounts
• Define and launch the scaled customer success motion
• Standardize processes and documentation across customer success teams
• Enhance cross-functional workflows with Sales, Talent Operations, Content, and Support
• Maintain CRM data quality with support from Revenue Operations
• Identify and eliminate operational inefficiencies affecting retention and expansion efforts

Requirements

• 5–7 years in Customer Success, Revenue Operations, or CS Operations, preferably in B2B SaaS or technology-enabled services
• Proven experience developing CS infrastructure such as health scoring, playbooks, or scaled engagement
• Experience managing or coaching direct reports with accountability for outcomes
• Proficient with CRM systems (HubSpot preferred) and CS platforms (e.g., Gainsight, Totango, ChurnZero)
• Experience with scaled or digital customer success motions
• Strong systems thinking and problem-solving skills
• Ability to design user-centric tools and processes that drive adoption
• Effective communication across organizational levels
• Comfort with ambiguity and iterative development
• Proactive and action-oriented approach

Pay Range and Compensation Package

$140,000–$150,000 base salary, plus target bonus and equity

Benefits & Perks

• Flexible paid time off
• Medical, dental, and vision health care plans
• 401(k) retirement plan
• Life insurance including basic, voluntary, and AD&D
• Parental leave
• Short-term and long-term disability coverage
• Remote work option

Note

Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.