Senior Manager, Customer Success Operations

About the role

The Senior Manager, Customer Success Operations is responsible for building, managing, and continuously improving the systems, data, reporting, processes, and operational discipline that enable the Customer Success organization to scale effectively. This highly independent, hands-on role combines analytics, systems administration, process design, and cross-functional leadership. The Senior Manager owns key Customer Success operational capabilities, including reporting and insights, data quality and governance, Customer Success platform administration, compensation reporting, and process improvement. The role proactively identifies operational opportunities and challenges, develops data-driven recommendations, and leads initiatives through execution. This position partners closely with Customer Success leadership and cross-functional stakeholders to establish scalable processes, improve visibility and accountability, and strengthen the overall Customer Success operating model.

Responsibilities

• People: Partners with Customer Success leadership to translate business needs and customer strategies into scalable operational processes, tools, and system workflows; leads cross-functional meetings, projects, and operational initiatives, establishing clear ownership, timelines, deliverables, and next steps; collaborates with Finance, Human Resources, Revenue Operations, Product, Technology, and other stakeholders to resolve operational issues and improve processes; influences and drives alignment across cross-functional stakeholders without direct authority; provides operational expertise, insights, and recommendations to Customer Success leadership to support effective decision-making; promotes operational discipline, accountability, and continuous improvement across the Customer Success organization.
• Client: Designs and operationalizes processes that support the customer lifecycle, including renewals, customer risk, churn, expansion, account management, customer health, adoption, and escalations; partners with Customer Success leadership to identify opportunities to improve the customer experience through enhanced processes, systems, reporting, and automation; develops and maintains Customer Success platform playbooks, journeys, alerts, health scores, segmentation, workflows, dashboards, and automation; uses customer and operational data to identify trends, risks, and opportunities and translates findings into actionable recommendations; supports scalable Customer Success practices that improve visibility into customer health, retention, renewal performance, and expansion opportunities.
• Value: Owns Customer Success reporting, dashboards, and performance analysis, including retention, renewals, churn, expansion, customer health, adoption, and team performance; establishes and maintains data governance standards to improve the accuracy, completeness, consistency, and reliability of Customer Success data; serves as the primary business owner and administrator of the Customer Success platform, including ChurnZero or a comparable solution; evaluates existing Customer Success processes and identifies opportunities for standardization, simplification, automation, and increased scalability; owns the preparation and validation of Customer Success compensation and incentive reporting; develops analytical insights and recommendations that enable leadership to make informed operational and business decisions; independently identifies operational issues, develops solutions, and drives initiatives through completion with limited day-to-day direction; continuously improves Customer Success operational scalability by reducing manual work and increasing visibility, consistency, efficiency, and accountability; develops and maintains documentation, reporting standards, workflows, and operational processes to support sustainable growth.

Requirements

• Bachelor’s degree in Business Administration, Analytics, Finance, Information Systems, or a related field, or equivalent practical experience.
• Seven or more years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Operations, analytics, or a related discipline.
• Demonstrated experience independently owning operational programs, systems, processes, or functional capabilities.
• Experience administering a Customer