Senior Customer Success Operations Manager

We're looking for a Customer Success Operations Manager to own the strategy, planning, and operational backbone of our CS organization. This role focuses on how CS plans, runs, and aligns, building the rhythms, workflows, and cross-functional connections that let the team scale efficiently while delivering a great customer experience. This is a hybrid role based either in our Paris office or NY office.

Responsibilities

Partner with CS leadership to set direction and keep the org running on a predictable cadence; Partner with CS leadership on planning, territory design, and segmentation strategy; Collaborate with the Data & Analytics team on annual target setting and capacity modeling; Lead annual and quarterly planning for CS priorities and operational initiatives; Build and run operating rhythms, including QBRs, forecast and business reviews, and planning cycles; Shape how the team engages with customers across the full lifecycle; Own and manage CS Platform as a core part of the CS tech stack; Design and refine the CS workflow across the customer journey; Build scalable playbooks and engagement models (onboarding, adoption, renewals, expansion, risk management); Design incentive compensation that optimizes customer outcomes; Drive collaboration between CS, Professional Services, Sales, Product, and Marketing to operationalize clear roles and responsibilities that enable seamless handoffs, actionable voice-of-customer insights, and value-driven expansion motions; Drive adoption of AI and automation across the CS team to streamline workflows and scale CSM capacity

Requirements

5-8 years of Operations experience in Customer Success, Revenue Operations, or Business Operations in a SaaS or high-growth tech environment; Proven experience designing and implementing CS systems, workflows, and success metrics, and AI-driven automations in a mature ($100M+ ARR) revenue organization; Deep understanding of customer lifecycle management and CS platforms (e.g., Gainsight, Totango, Vitally); Strong analytical and strategic thinking skills; comfortable translating data into insights and action; Experience designing team and individual targets and incentive compensation plans; Exceptional communication and stakeholder management abilities; Comfortable in fast-paced, scaling environments with evolving priorities; Familiarity with customer segmentation, NRR models, and renewal/expansion forecasting

Nice to have

Knowledge of SQL, BI tools, or scripting for operational analytics; Pigment experience is a major bonus; EPM industry experience

Benefits

Competitive compensation package (Highly competitive base salary, equity package, and comprehensive benefits); Generous time off and parental leave policies; High-end equipment to do your work in the best conditions