Customer Success Operations Manager

About the position

As the Customer Success Operations Manager, you will play a critical role in streamlining CS workflows, managing key tools and systems, and ensuring the team has actionable insights to drive retention and expansion. You will report to the VP of Operations and work closely with Customer Success, Product, Revenue Operations, and Data teams. This is a highly cross-functional role that requires strong analytical skills, strategic thinking, and a deep understanding of customer lifecycle operations. If you thrive in a fast-paced, data-driven environment and enjoy building scalable processes, we’d love to hear from you.

Responsibilities

• Own and optimize the Customer Success tech stack (Vitally, HubSpot, Mixpanel, Front, Arrows).
• Establish data-driven workflows to help CSMs prioritize at-risk accounts and identify upsell opportunities.
• Define and implement CS playbooks that help drive adoption, retention, expansion, and customer satisfaction.
• Collaborate cross-functionally with Product, Data, and Sales to ensure CS is aligned with business goals.
• Analyze customer usage data to surface insights that drive proactive engagement strategies.
• Enable the CS team with training and process documentation to improve operational efficiency.
• Work closely with CS leadership to prioritize initiatives and execute against key objectives.

Requirements

• 5+ years of experience in Customer Success Operations, Revenue Operations, or related roles in a SaaS company.
• Experience owning and managing a CS tech stack (Vitally, Gainsight, Totango, ChurnZero, or similar).
• Strong analytical skills with the ability to leverage data to drive insights and decision-making.
• Proven ability to optimize processes and implement scalable, repeatable workflows.
• Cross-functional collaboration experience working with Sales, Product, and Data teams.
• Ability to work independently in a fast-moving startup environment.
• Detail-oriented, highly organized, and excellent communicator.

Benefits

• Remote-First Culture
• Competitive Salary and Equity
• 401k
• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA)
• Free Membership to OneMedical
• Flexible Paid Time Off + 12 U.S. Holidays
• 12 Weeks of Paid Parental Leave (birthing + non-birthing parents)
• WeWork Membership for All Employees
• Annual Company Offsite