Customer Success Operations Manager (Lead) - Remote

Overview

The Customer Success Operations Manager (Lead) will bring structure, accountability, and operational excellence to the Customer Success function, managing a portfolio of strategic accounts while setting and enforcing standards across the team.

In Short

• Remote position available for candidates in the US or LATAM.
• Focus on building the operating system behind Customer Success.
• Player-coach role with a mix of management and hands-on account management.
• Accountability for onboarding processes and documentation quality.
• Oversee execution of the Customer Success team.
• Manage a small portfolio of high-impact customers.
• Drive retention and define success metrics.
• Track onboarding timelines and account health.
• Collaborate with Product and Engineering teams.
• 4+ years of experience in B2B SaaS Customer Success or similar roles.

Requirements

• Experience in retention and/or expansion metrics.
• Strong operational mindset and ability to enforce standards.
• Experience in building workflows and scalable processes.
• Exposure to integrations, APIs, or technically complex products.
• Strong English communication skills.
• Ability to balance flexibility with structured execution.

Benefits

• Competitive compensation based on experience and location.
• High ownership and direct impact on Customer Success strategy.
• Opportunity to build and scale the Customer Success function.
• Close collaboration with Product and Engineering teams.
• Real influence on systems, processes, and execution evolution.