Customer Success Operations Manager - Remote

Overview

As a key member of the Revenue Operations team, your primary responsibility will be to leverage data, tools, and scalable processes to improve the post-sales journey and enhance the effectiveness of our Customer Success, Professional Services, and Support teams.

In Short

• Own and optimize the Customer Success tech stack (e.g., Vitally, Hubspot, Salesforce, Zendesk, Mixpanel, Sigma).
• Design and implement data-driven workflows that help Customer Success Managers (CSMs) prioritize at-risk accounts and identify expansion opportunities.
• Define and operationalize CS and Professional Services playbooks to drive implementation, adoption, retention, expansion, and customer satisfaction.
• Develop and enforce operational rhythms for renewal forecasting, account strategy, risk mitigation, and territory management.
• Analyze customer usage data to provide actionable insights and drive proactive engagement strategies.
• Leverage cutting-edge AI tools and automation to enhance Customer Success performance, reduce friction, and improve efficiency at scale.
• Support business leaders in understanding and leveraging data by creating dashboards, visualizations, and reporting frameworks.
• Work cross-functionally with Product, Sales, Marketing, and Data teams to ensure alignment and collaboration on CS initiatives.
• Take ownership of strategic initiatives and continuously improve the efficiency and scalability of the Customer Success function.
• This is a high-impact, cross-functional role requiring a mix of analytical skills, strategic thinking, and a deep understanding of customer lifecycle operations.

Requirements

• We’re looking for a strategic thinker and problem solver who thrives in a fast-paced, data-driven environment.
• A minimum of 5+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Strategy, or a related role.
• Hands-on experience managing CS tools like Vitally, Gainsight, Totango, or ChurnZero.
• Proficiency in CRM and BI tools (Salesforce required; Sigma, Tableau, Snowflake, SQL a plus).
• Strong analytical and problem-solving skills, with the ability to break down ambiguous problems into structured solutions.
• Experience building dashboards and visualizing data to tell compelling business stories.
• A systems and process mindset, with experience optimizing workflows and implementing scalable processes.
• A passion for innovation and AI-driven operations, with experience using AI tools and automation to enhance customer success outcomes.
• Cross-functional collaboration experience, working with teams across Sales, Marketing, Product, Finance, and Data.
• A proactive and ownership-driven attitude, with a passion for process improvement and efficiency.
• Excellent communication and storytelling skills, with the ability to drive alignment across stakeholders.
• Experience in a startup or high-growth SaaS environment is a plus.

Benefits

• Opportunity to take ownership and push boundaries.
• Be part of a team redefining the next generation of Go-To-Market (GTM).
• Work in a fast-paced, innovative environment.
• Impact customer retention, expansion, and overall satisfaction.
• Collaborate with cross-functional teams.