Customer Success Operations Manager - Remote

Overview

We are seeking a Customer Success Operations Manager to drive operational excellence across our Customer Success organization. This role is ideal for a data-driven thinker with a passion for systems, strategy, and customer experience. You will play a central role in scaling how we deliver value to our customers, working in a fast-paced, high-growth environment.

In Short

• Shape the systems and processes that power a growing Customer Success team.
• Drive insights and strategy that influence customer experience and retention.
• Work remotely with a collaborative, mission-driven team.
• Gain exposure to executive leadership and contribute to company-wide initiatives.

Responsibilities

• Own the design, implementation, and continuous improvement of Customer Success operations, systems, and reporting.
• Manage and optimize Salesforce for the CS team, ensuring workflows, data integrity, and reporting align with business needs.
• Partner with Customer Success, Sales, and Product teams to streamline the customer lifecycle from onboarding to renewal.
• Evaluate and implement customer success software and tooling (e.g., Gainsight, ChurnZero, Vitaly) to enhance team efficiency and customer engagement.
• Develop and maintain dashboards and analytics to measure team performance, customer health, and retention trends.
• Build scalable processes to support a growing CS team across multiple business units.
• Support forecasting, capacity planning, and segmentation strategies for Customer Success.
• Lead cross-functional initiatives that improve customer experience, retention, and expansion.

Requirements

• Must-Have:
• 3+ years of experience in Customer Success Operations, preferably at a SaaS company.
• Strong Salesforce and related tech stack administration and reporting skills; ability to design and manage custom workflows and objects.
• Proven ability to drive process improvements and scale operations in a fast-paced environment.
• Excellent project management and communication skills.
• Strong analytical mindset, with the ability to work with data to identify insights and drive decisions.
• Nice-to-Have:
• Experience with customer success platforms such as Planhat, ChurnZero, or Vitaly.
• Background working in private equity-backed or multi-product SaaS environments.

Benefits

• This position is eligible for a $1,000 employee referral.