Customer Success Operations Manager

About the position

At BuildOps, we're building a groundbreaking software solution, purpose-built to support today's commercial contractors. From helping our customers manage their service department all the way to project management, we're breaking the mold and building a team that invests in our mission statement. We love driven, self-motivated folks experienced in tech start-ups and thrive in fast-paced environments. This candidate will join a well-funded, fast-growing technology startup with the unique opportunity to help build out a critical function for the company. We're seeking a strategic, detail-oriented Customer Success Operations Manager to enhance and streamline our customer success operations. In this critical role, you will drive continuous process improvements, optimize workflows, and empower both our Customer Success Management (CSM) and Customer Support teams. Reporting directly to the Vice President of Customer Success, you'll be instrumental in leveraging systems, analytics, and insights to help BuildOps achieve exceptional customer outcomes and scalability. This position offers significant opportunities to shape strategic initiatives and directly impact the company's trajectory.

Responsibilities

• Coordinate with CS and Support leaders to design, implement, and optimize Customer Success (CS) and Support team processes, playbooks, and workflows.
• Build scalable frameworks for customer lifecycle management, including adoption, renewal, expansion, and advocacy.
• Automate repetitive tasks and outreach campaigns using Customer Success platforms and Support systems.
• Ensure process consistency across Customer Success and Support teams as well as across customer segments.
• Administer and optimize Customer Success platforms (Gainsight), CRM systems (Salesforce), Support systems (Intercom), and other tools.
• Evaluate, recommend, and implement new technologies to enhance the effectiveness of CS teams.
• Develop dashboards and reporting tools to provide actionable insights for CS and Support leaders and teams across key metrics.
• Ensure proper integration and alignment across CS and Support tools.
• Create training materials and documentation for CS tools, processes, and reporting best practices.
• Maintain documentation of CS processes and tools complying with organizational standards and audits.
• Develop and refine customer health scoring models incorporating product usage, sentiment, support cases, and engagement metrics.
• Establish early warning systems for customer risk and create proactive escalation processes.
• Provide CS teams with actionable insights and recommendations to address at-risk accounts.
• Collect, analyze, and disseminate customer feedback through surveys (NPS, CSAT) and direct interactions.
• Identify trends in customer feedback to inform strategic initiatives and operational improvements.
• Build workflows to effectively manage renewal, advocacy, and expansion processes.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
• 3-5 years of experience in Customer Success Operations, Revenue Operations, or related roles, ideally within a high-growth SaaS environment.
• Hands-on experience administering and optimizing Gainsight, Salesforce, and Intercom.
• Proven ability to analyze complex data sets, create insightful dashboards and reports, and communicate findings to drive strategic decisions.
• Exceptional organizational skills, with demonstrated ability to manage multiple initiatives simultaneously in a dynamic environment.
• Strong interpersonal and communication skills, capable of building relationships and influencing stakeholders across departments.
• Demonstrated ability to work effectively cross-functionally in a collaborative, growth-oriented environment.
• Tech start-up experience.

Nice-to-haves

• Self-starter with a proactive mindset and attention to detail.
• Strategic thinker who thrives in a fast-paced, evolving environment.
• Team-oriented individual who fosters collaboration and clear communication.
• Calculated risk taker who drives innovation and improvement.

Benefits

• $105,000 to $135,000 salary + bonus.
• Generous equity grants- become an owner in our company.
• A comprehensive benefits package.
• Work from home stipend.
• Flexible paid time off.
• This is a hybrid role based in Los Angeles, CA. (3 days a week in office)
• Company events like BBQs and team-building activities, both in-person and virtual, lunch provided for in-office days.
• Talented and motivated team members who care deeply about one another.