Customer Success Operations Manager - Remote

Overview

The Customer Success Operations Manager will be responsible for optimizing the processes, tools, and analytics that drive the efficiency and effectiveness of the Customer Success (CS) team. This role is critical in ensuring data-driven decision-making, enhancing customer health tracking, and improving CS productivity and retention strategies.

In Short

• Collaborate with CS leadership to develop and implement a multi-year Customer Success strategy.
• Support Account Planning and maintain QBR planning.
• Define and track customer health metrics to mitigate churn risks.
• Establish and standardize customer success processes.
• Own and manage CS tools like Rocketlane and QuickSight.
• Manage Rocketlane for program management.
• Assist in team capacity planning and streamline account transitions.
• Create training programs for CSMs and CSEs.
• Track key initiatives and ensure alignment between planned actions vs. actual execution.
• Drive improvements based on customer feedback.

Requirements

• 8-10+ years in Customer Success Operations or Business Operations.
• Experience in B2B SaaS, preferably in Cybersecurity or DevOps.
• Proficiency in CS tools like Vitally and Gainsight.
• Strong analytical skills using BI tools like QuickSight.
• Knowledge of HubSpot or Salesforce.
• Excellent project management and collaboration skills.

Benefits

• Career growth opportunities with promotion from within.
• Flexible hours and remote work options.
• Collaborative and inclusive workplace culture.
• Employee recognition programs.
• Competitive salaries and performance-based bonuses.
• Commitment to diversity and inclusion.