Senior Manager, Customer Success Operations

Role Overview

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.

What You Will Do

The Senior Manager will lead cross-functional meetings, projects, and operational initiatives, establish clear ownership, timelines, deliverables, and next steps. They will also design and operationalize processes that support the customer lifecycle, including renewals, customer risk, churn, expansion, account management, customer health, adoption, and escalations.

Why It Might Be a Fit

The ideal candidate will have strong analytical and problem-solving skills, strong knowledge of Customer Success operations, metrics, processes, and systems, and the ability to independently manage complex operational initiatives from identification through implementation.

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 Success platform such as ChurnZero, Gainsight, Totango, or a comparable solution
• Experience developing workflows, reporting, automation, dashboards, health scoring, segmentation, or customer lifecycle programs
• Experience working with Customer Success metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn, renewals, expansion, adoption, and customer health
• Experience improving data quality, governance, reporting, and operational processes
• Experience leading cross-functional projects and influencing stakeholders without direct authority
• Experience supporting compensation or incentive reporting preferred
• ChurnZero, Salesforce, business intelligence/reporting, advanced Microsoft Excel, and SQL experience preferred

Benefits

• Generous Personal Time Off (PTO) Benefits
• 14-Weeks of 100% Paid Leave for New Parents (Adoption Included)
• Monthly Gym Membership Reimbursement OR Gym Equipment Reimbursement
• Benefits Eligibility Effective Day One
• 401K with Employer Match
• Tuition Reimbursement After One Year of Service
• Fertility Assistance Program
• Four-Week Company-Paid Sabbatical Eligibility After Five Years of Service