About the Role

We’re seeking a Customer Success Operations Manager to optimize and scale the processes, systems, and data infrastructure that power our Customer Success (CS) team. This person will serve as the operational backbone of the post-sales organization — ensuring customer success, account health, and retention are driven by strong analytics, automation, and cross-functional alignment.

You’ll work closely with CS leadership, Product, Sales Ops, and Data to improve customer journey visibility, streamline renewals, and empower our Customer Success Managers (CSMs) with actionable insights.

Responsibilities

Operational Excellence

Build and refine scalable CS workflows for onboarding, renewals, and expansion.
Own the Customer Success tech stack (e.g. Salesforce, ChurnZero, Looker, etc.).
Develop and maintain automation and playbooks that streamline CS operations.
Collaborate with RevOps to align CS data with CRM, forecasting, and product usage systems.

Analytics & Insights

Define and track key metrics: NDR, GRR, time-to-value, churn, and adoption.
Build dashboards and reports to track customer health, renewal risk, and engagement.
Conduct root-cause analyses on churn and expansion performance.
Partner with Product and Data teams to operationalize customer feedback loops.

Enablement & Strategy

Support CS leadership with quarterly business reviews and forecasting.
Design and document scalable onboarding programs for both customers and CSMs.
Develop process documentation and training to ensure operational consistency.
Champion data hygiene and operational excellence across CS systems.

Qualifications

5+ years in Customer Success Operations, Revenue Operations, or Business Operations in a SaaS company.
Strong understanding of customer journey management and success metrics.
Advanced proficiency with CRM and CS tools.
Data-driven mindset with the ability to translate insights into strategic action.
Excellent communication, collaboration, and problem-solving skills.
Experience in cybersecurity or B2B SaaS preferred.

Salary Range

$130,000—$150,000 USD