Customer Success Operations Manager

Job Summary

A company is looking for a Customer Success Operations Manager to build and operate a scaled Customer Success model for non-managed accounts.

Key Responsibilities

• Design and operationalize the tech-touch Customer Success strategy for approximately 1,000 non-managed accounts
• Define and implement a customer health scoring framework to monitor engagement and detect churn risks
• Use AI tools to design and deploy engagement programs and automate workflows for efficiency

Required Qualifications

• 5+ years of experience in Customer Success, CS Operations, or usage-based SaaS/fintech environments
• Experience operating in a tech-touch or scaled portfolio model
• Strong analytical skills with proficiency in BI tools, particularly Looker
• Hands-on experience with HubSpot for campaign execution and CRM data management
• Demonstrated experience using AI tools to build workflows and automate tasks