Senior Manager, Customer Success Operations
About the Role
The Senior Manager, Customer Success Operations is a critical leadership role within our Revenue Operations team, owning the operationalization of our roadmap and strategic customer projects while shaping the tools, systems, and processes that let Customer Success scale. You’ll be the go‑to partner for CS leadership on program design, execution rigor, and cross‑functional delivery, act as the senior escalation point when something breaks, and manage a Senior Analyst supporting our deployments.
About the Team
The Customer Success – Revenue Operations team drives productivity and improves efficiency for account managers, CSMs, implementation specialists, support specialists, and leadership. We create and implement operational reporting and analytics, improve processes, and enable strategic initiatives that impact the revenue organization. Our dynamic team of highly driven self‑starters thrives in a fast‑paced, challenging environment.
What You’ll Do
- Bring broad, cross‑functional fluency across customer success, account management, and adjacent go‑to‑market functions to set direction for how Customer Success Operations partners with the rest of the business.
- Define and continuously improve the operating model, cadence, and governance for our roadmap of strategic customer projects, and optimize existing Customer Success processes for scalability.
- Set the strategic framework for core Customer Success metrics (NRR, GRR, usage KPIs) and use it to inform program investment, prioritization, and executive reporting.
- Identify opportunities across the Customer Success tool stack (Salesforce, Gainsight, Clari, Gong, Tableau) and partner with senior leadership on investment priorities.
- Act as senior escalation point for operational issues—broken workflows, data discrepancies, urgent tooling problems—and drive fast, durable resolution.
- Own the Quarterly Business Review process end‑to‑end, building and refining templates and prioritizing the Asks of the Business that emerge.
- Partner closely with CS leaders, Product, Sales, Support, Finance, BI, and Revenue Operations to align on priorities, gather requirements, and deliver cross‑functional initiatives.
- Decide which programs are ready to scale, ensuring playbooks and standards hold up as coverage expands.
- Collaborate with the Manager, Customer Success Operations on KPI trackers, dashboards, and impact reporting.
- Own accountability for the trustworthiness of CS reporting, ensuring QA, governance, source‑of‑truth integrity, and escalating material data‑integrity risk before it reaches leadership.
- Manage and develop the Senior Analyst, Customer Success Operations: set priorities, coach, and elevate work from tactical execution to insight‑driven impact.
Who You Are
- 8+ years of experience within a Revenue organization, driving productivity for Customer Success.
- Prior people‑management experience (required).
- Experience owning or administering CS systems such as Salesforce, Gainsight, Clari, Gong, or Tableau, and evaluating new tools as needs evolve.
- Strong project‑management skills with a track record of turning ambiguous programs into scalable execution.
- Proven ability to translate SaaS and Customer Success metrics (NRR, GRR, usage‑based KPIs) into strategic narratives for senior and executive stakeholders.
- Excellent communication skills and ability to thrive in a dynamic, fast‑paced environment.
- Demonstrated ability to work cross‑functionally and build strong relationships with Product, Sales, Support, Finance, and BI.
- Exceptional organizational skills and attention to detail.
- Bonus: experience with SQL or a data‑warehouse tool (Snowflake, BigQuery) and familiarity with a BI platform such as Tableau.
Pay
Base Compensation Range: $177,000 — $195,000 USD. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed. Candidates may also be offered a performance‑based bonus, equity, and a generous benefits program.