Senior Customer Success Operations Manager

Role Overview

The Senior Customer Success Operations Manager owns planning, decision support, and program execution for the Customer Success organization. The role builds business cases, prioritizes high-impact initiatives, and delivers executive narratives and recommendations that shape where the organization invests its post-sale effort.

What You Will Do

The Senior Customer Success Operations Manager will help evolve Customer Success strategy aligned to company growth objectives, drive annual planning, segmentation strategy, and capacity modeling for Customer Success, and identify opportunities to introduce or optimize digital, pooled, and high-touch engagement models.

Why It Might Be a Fit

A clearly defined and adopted customer journey across pre- and post-sales, improved Net Revenue Retention driven by better alignment between customer strategy and execution, increased product adoption and measurable customer value realization, and strong alignment across Sales, CS, Product, and Support with clear ownership across the lifecycle.

Requirements

• 8+ years of experience in Customer Success operations, revenue operations, strategy, or a comparable analytical role within a B2B SaaS business
• Demonstrated ownership of segmentation, coverage, or capacity planning work that shaped how a post-sale organization was resourced
• Strong quantitative skills, with fluency in retention, expansion, and adoption metrics and the ability to build a defensible business case from them
• Experience presenting recommendations to senior leadership and translating analysis into a clear executive narrative
• Hands-on experience in Customer Success and CRM platforms such as Salesforce and Gainsight, and the reporting that sits on top of them
• Proven ability to influence without authority across Sales, Marketing, Product, Support, and Professional Services

Benefits

• Incentive plans in addition to base salary
• Benefits and perks for the whole self (visit the Global Benefits page for details)