Senior Customer Success Operations Manager

Job Summary

To support a growing post-sales organization, the full-time Senior Customer Success Operations Manager will manage the operational infrastructure for Customer Success Management, Professional Services, and Renewals, focusing on process optimization, technology strategy, and performance measurement in a remote environment.

Key responsibilities

• Own and execute the Customer Success Operations roadmap, prioritizing initiatives that enhance customer experience and operational efficiency
• Lead the strategy and optimization of the Customer Success technology ecosystem, ensuring systems align with business needs
• Establish KPIs and reporting frameworks to measure customer outcomes and operational productivity, translating insights into actionable recommendations

Required qualifications

• 7+ years of experience in Customer Success Operations, Revenue Operations, or Business Operations within B2B SaaS
• Proven track record of leading complex, cross-functional initiatives in high-growth environments
• Strong understanding of Customer Success operating models and SaaS retention metrics
• Deep expertise in Salesforce and experience with customer support systems and analytics tools
• Ability to independently identify business challenges and influence decisions across functions