Revenue Operations Manager, Customer Success

About The Role

Retention is revenue—and at OpenLoop, we're building the operational infrastructure that makes Customer Success scalable, measurable, and proactive. We're looking for a Revenue Operations Manager to partner with CS leadership in designing and executing the processes, data, and tooling that drive consistent onboarding, healthy customer relationships, and strong renewal outcomes. This role is the operational backbone of our post-sale motion.

What You'll Do

• Onboarding Operations – Design and manage standardized onboarding workflows that reduce time-to-value, ensure consistency across customers, and create a repeatable, measurable experience from contract sign to go-live.
• Client Health Scoring – Build and maintain customer health scoring models that give CS teams early warning on churn risk and actionable signals for expansion—integrating product usage, engagement, and CRM data.
• Retention & Expansion Workflows – Own the operational processes for renewal and expansion, including pipeline tracking, playbook documentation, and the CRM workflows that ensure nothing falls through the cracks.
• CS Reporting & Analytics – Build and maintain the dashboards and reports that give CS leadership visibility into retention performance, customer health, and team efficiency—supporting both operational decisions and executive reporting.
• Lifecycle Process Design – Map and optimize the full customer lifecycle—from onboarding through adoption, renewal, and expansion—identifying friction points and building solutions that scale.
• Churn Risk Reduction – Partner with CS leaders to identify at-risk customers early and design the interventions, escalation paths, and playbooks that protect retention.
• Cross-Functional Partnership – Work closely with Sales, RevOps, and Systems teams to ensure post-sale processes are connected to pre-sale data and that CRM reflects the reality of the customer relationship.

Who You Are

• 5+ years in Customer Success Operations, Revenue Operations, or a similar post-sale operational role at a B2B SaaS company
• Strong understanding of the customer lifecycle and the operational levers that drive retention and expansion
• Hands-on experience with CRM platforms (Salesforce strongly preferred) and CS tooling (Gainsight, ChurnZero, Totango, or similar)
• Analytical mindset—comfortable building health scoring models, interpreting retention data, and translating findings into operational recommendations
• Process-oriented with strong documentation skills and a track record of getting processes to actually stick
• Strong stakeholder management and cross-functional collaboration skills
• Comfortable with ambiguity and energized by building systems from scratch