Manager, Customer Success Operations

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details. About the OpportunityThe company is the intelligent orchestration platform for DevSecOps. It enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100 trust the platform to ship better, more secure software faster. The same principles built into its products are reflected in how the team works: embracing AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. This is where careers accelerate, innovation flourishes, and every voice is valued. The high-performance culture is driven by its values and continuous knowledge exchange, enabling team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future as technology that transforms how the world develops software is built. An overview of this roleAs a Manager, Customer Success Operations, you will own the operational processes, reporting, and programs that support the Customer Success Management (CSM) function. Reporting to the Senior Manager of Sales & CX Operations, you will partner closely with CS leadership, Revenue Strategy & Operations, Finance, and Sales to build the foundations that help the CS team operate effectively at scale. This is a role for a sharp, curious operator who thrives in ambiguity, connects dots across teams, and moves quickly from problem to solution. You will work in an all-remote, values-driven environment where documentation, iteration, and cross-functional partnership are core to how the team works. What You’ll DoOwn the core operational cadences that support the CS organization, including pipeline and renewal reviews, customer health reporting, and book of business management.Translate ambiguous business questions from CS leadership into clear problem statements, then drive them to resolution through process, reporting, or systems changes.Partner with Revenue Technology and Revenue Analytics to evolve the systems, data, and reporting CSMs rely on day to day.Build cross-functional alignment with Sales, Finance, and other Revenue Strategy & Operations teams to operationalize go-to-market changes that affect Customer Success.Identify friction in existing processes and lead improvement efforts end to end, from diagnosis through rollout and adoption.Support CS leadership in planning cycles, including capacity modeling, segmentation, territory and coverage planning, and target setting.Contribute to broader Revenue Operations initiatives where the CS perspective is needed. What You’ll Bring4+ years of experience in Sales Operations, Revenue Operations, management consulting, strategy, or a similar analytical and problem-solving role.Strong critical thinking and structured problem solving. You can break down ambiguous problems into clear workstreams and move them forward.Bias toward execution. You move from analysis to action quickly and follow through to outcomes that stick.Systems thinking. You understand how a change in one part of the go-to-market motion ripples through to others, and you design solutions accordingly.Strong cross-functional collaboration skills. You build trust with stakeholders at all levels and influence without direct authority.Curiosity and aptitude to pick up new domains, tools, and concepts quickly. The team cares more about how you think than which specific tools you have used.Comfort operating in a scaling environment where not everything is defined and structure must be created. About the teamThe Sales and CX Operations team sits within the Revenue Operations function and is responsible for the processes, data standards, and operational programs that enable Sales, Customer Success, and Renewals teams to operate at scale. This team works in close partnership with other Revenue Strategy & Operations teams, CX field teams, Finance, and Sales to ensure operational alignment across the full customer lifecycle. Clear documentation, thoughtful iteration, and practical solutions that help go-to-market teams move with confidence and clarity are valued. How the organization will support youBenefits to support your health, finances, and well-beingFlexible Paid Time OffTeam Member Resource GroupsEquity Compensation & Employee Stock Purchase PlanGrowth and Development FundParental leaveHome office support Please note that interest is welcomed from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow recruiters to assess your application. The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. United States Salary Range$115,200—$194,400 USD How the organization Supports Full-Time EmployeesBenefits to support your health, finances, and well-beingFlexible Paid Time OffTeam Member Resource GroupsEquity Compensation & Employee Stock Purchase PlanGrowth and Development FundParental Leave Please note that interest is welcomed from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow recruiters to assess your application. Country Hiring GuidelinesThe organization hires new team members in countries around the world. All roles are remote, however some roles may carry specific location-based eligibility requirements. The Talent Acquisition team can help answer any questions about location after starting the recruiting process. Privacy PolicyPlease review the Recruitment Privacy Policy. Your privacy is important. The organization is proud to be an equal opportunity workplace and is an affirmative action employer. The organization’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. The organization will not tolerate discrimination or harassment based on any of these characteristics. See also the EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let the organization know during the recruiting process.