Customer Success Operations Manager

Job Summary

Building operational infrastructure for customer success, the full-time remote Customer Success Operations Manager will manage account health scoring, coach the Implementation Manager, and design scalable engagement strategies for over 100 accounts.

Key responsibilities

• Design and deploy a reliable account health scoring system and risk indicators
• Manage and develop the Implementation Manager while improving implementation methodologies
• Standardize customer success processes and enhance cross-functional workflows

Required qualifications

• 5-7 years of experience in Customer Success, Revenue Operations, or CS Operations, preferably in a B2B SaaS environment
• Proven track record in building or enhancing customer success infrastructure
• Experience managing or coaching direct reports
• Proficient with CRM systems, particularly HubSpot, and at least one customer success platform
• Ability to design and operate scaled customer success motions