Senior Manager, Customer Success Operations

Role Overview

Lead a small team in Customer Success Operations, setting direction for CS performance, data, and systems. Sit at the intersection of CS strategy, data, and systems, turning customer signals into clear priorities and repeatable programs.

What You Will Do

Lead, coach, and develop the CS Operations team, own CS metrics, and turn customer signals into timely risk and opportunity alerts for CSMs.

Why It Might Be a Fit

You will help shape the shift in how we run Customer Success, identifying where agentic workflows can take on routine work, designing them with the right guardrails, and measuring whether they improve retention, expansion, and customer experience.

Requirements

• 5+ years of professional experience in Customer Success, Customer Success Operations, or a closely related post-sale role
• 2+ years of experience leading, managing, or formally mentoring others
• Strong working knowledge of Gainsight and hands-on Salesforce experience
• Strong analytical skills with a proven record of measuring and benchmarking key CS metrics
• Experience with SaaS or subscription-based business models, ideally with enterprise customers