Customer Success Operations Manager

We are looking for a Customer Success Operations Manager to help scale and optimize our post-sales organization. In this role, you will partner closely with CS leadership and cross-functional teams to drive operational rigor, scalable systems, and data-driven decision-making across Customer Success, Renewals, Solutions Engineering (pre- and post-sales), and Support. Reporting to the Head of CS Operations, you will be a strategic and hands-on partner to CS leadership; own post-sales data, compensation operations, tooling, automation, and large-scale operational programs. You will execute high-impact initiatives that strengthen systems and processes, equipping customer-facing teams with the insights and infrastructure needed to perform at a high level while enabling the organization to scale efficiently. The ideal candidate is a motivated self-starter who thrives in ambiguity, is passionate about supporting customer-facing teams, and brings strong analytical, communication, and project management skills. This is an on-site position that requires working 4 days a week (Monday-Thursday) at our San Francisco HQ.

Responsibilities

Own post-sales data and insights management including churn, expansions, pipegen, product usage, customer health metrics, NPS, and team performance dashboards; Build and maintain dashboards and executive-ready reporting for QBRs, offsites, and board presentations; Translate large, complex datasets into actionable insights and clear narratives for CS teams; Maintain data accuracy across Salesforce, BI tools (Omni/Looker), Vitally, and related systems; establish processes to ensure ongoing data integrity; Translate business requirements into technical specifications for Data/BI teams and communicate outcomes across technical and non-technical audiences; Manage quarterly compensation plans, SPIFFs, quota tracking, and attainment reporting; Support headcount planning and capacity modeling for the Success organization; Build dashboards and reporting frameworks that drive performance visibility and accountability; Support and execute large-scale, cross-functional operational programs (e.g., customer scale, NPS, advocacy, product launch readiness), partnering across Data, Product, Finance, Marketing, and GTM to ensure strong execution; Drive automation and process optimization initiatives, proactively leveraging and learning emerging AI tools, to improve efficiency, scalability, and workflow quality; Identify and implement systems and tooling enhancements while managing and optimizing the CS tech stack (Vitally, Omni, Intercom, and related systems), continuously evaluating new technologies to support growth and scalability; Proactively streamline workflows and document and execute process improvements that increase productivity and operational clarity across the CS organization; Lead large-scale, complex, cross-functional operational programs across the Success organization; Work directly with CS leadership and frontline teams to deeply understand business processes and operational needs, translating them into clear execution plans; Own the end-to-end rollout of new initiatives, systems, and processes, driving structured program management, change management, and communication plans to ensure successful adoption; Collaborate closely with Data, Finance, and broader GTM teams to ensure alignment and coordination across go-to-market functions.

Requirements

3-5 years of experience in Customer Success Operations, Revenue Operations, or related SaaS operational roles; Strong proficiency in Excel / Google Sheets; Basic SQL proficiency; Experience with Salesforce (CRM), BI tools (Looker, Omni, or similar), and Customer Success tools (Vitally, Gainsight, or similar); Strong experience managing post-sales analytics (retention, churn, expansions, performance tracking); Experience owning or operationalizing NPS and customer feedback programs; Experience implementing or optimizing CS tooling, including data integration and team enablement; Experience leveraging and learning new AI tools to improve workflows, automate processes, and increase operational efficiency; Experience leading cross-functional projects from planning through execution; Data-driven and systems-oriented mindset; Strong stakeholder management and communication skills; Organized self-starter who operates effectively both independently and cross-functionally; A strategic, systems-oriented operator who leverages automation and AI to scale impact; Proactive in identifying inefficiencies and redesigning workflows through tooling and integrations; Highly analytical and data-driven, turning insights into clear operational action; Organized and autonomous, able to drive complex, cross-functional initiatives end-to-end; A strong communicator who translates technical concepts into business outcomes and builds trust across teams.

Nice to have

Experience scaling post-sales operations in a high-growth SaaS environment; Experience managing compensation plans, quotas, SPIFFs, and performance reporting; Experience supporting headcount planning or capacity modeling; Familiarity with tools such as Jira and Intercom; Experience supporting headcount planning and capacity modeling; Exposure to ARR modeling or deeper financial partnership with Finance.

Benefits

A high degree of trust in your ideas and execution; An opportunity to partner and collaborate with other talented people; The ability to make an immediate impact in helping customers create a great workplace experience; Support for your personal and professional growth; High impact, high visibility. You will work directly with CS leadership and partner cross-functionally across Data, Product, Finance, and GTM - your work will shape how the entire post-sales organization operates; Build and scale. This is an opportunity to design and implement systems, tooling, and automation that meaningfully improve how Customer Success operates at scale; Own meaningful programs. From NPS to automation initiatives to cross-functional operational programs, you’ll drive initiatives that directly impact retention, expansion, and customer experience; Data-driven influence. You won’t just build dashboards - you’ll translate insights into action, helping leadership make smarter decisions and enabling frontline teams to perform at a high level; Modern, forward-looking focus. With automation and AI as strategic priorities, you’ll help modernize workflows and improve efficiency across the Success organization; Room to grow. This role offers strong exposure to leadership, cross-functional strategy, and scalable systems building - creating a clear path for growth within Operations.