Customer Success Operations Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Operations Manager based in United States.

This role sits at the intersection of Customer Success, data, and operational excellence, focusing on enabling scalable and efficient customer-facing functions across a fast-growing SaaS organization.
You will play a key role in improving the systems, processes, and tools that support the entire customer lifecycle, from onboarding through renewal.
The position requires a strong mix of analytical thinking and operational execution, with a focus on turning data into actionable insights for better decision-making.
You will collaborate closely with cross-functional teams including Customer Success, Support, Professional Services, and Renewals to remove friction and improve performance.
A core part of the role involves building and optimizing workflows, including automation and AI-driven solutions, to help teams scale efficiently.
This is a highly collaborative, hands-on role for someone who enjoys solving complex operational challenges in a dynamic environment.

• Optimize, design, and standardize customer success processes and workflows to improve operational efficiency and enhance the overall customer experience across the lifecycle.
• Enable internal teams with the right systems, tools, and visibility to drive customer outcomes, ensuring consistent and scalable ways of working.
• Analyze customer success performance data, track KPIs, and deliver insights on trends, risks, and opportunities to improve business outcomes.
• Collaborate cross-functionally to identify, troubleshoot, and resolve operational challenges impacting Customer Success, Support, and related teams.
• Drive adoption of tools and best practices through training, documentation, and ongoing enablement to improve consistency and efficiency.
• Contribute to automation initiatives and AI-powered workflow development to streamline operations and reduce manual effort.
• Support the development and maintenance of customer health scoring models to enable proactive customer management.

Requirements:

• 5+ years of experience in Customer Operations or similar roles supporting Customer Success teams within a SaaS environment.
• Strong expertise with Salesforce (CRM, Customer 360, Service Cloud, Communities) and Customer Success platforms such as Gainsight.
• Advanced analytical skills with proficiency in tools such as Excel, Google Sheets, Tableau, Sigma, or Databricks for data analysis and reporting.
• Experience with CS and collaboration tools such as Gong, Pendo, Asana, Smartsheet, or TaskRay.
• Proven ability to design and scale operational processes that support organizational growth and efficiency.
• Hands-on experience building AI-powered workflows or automations to improve productivity and reduce manual tasks.
• Strong program and project management skills with the ability to manage multiple priorities effectively.
• Excellent communication, stakeholder management, and cross-functional collaboration skills.
• Proactive, detail-oriented mindset with strong problem-solving abilities and a focus on continuous improvement.

Benefits:

• Competitive base salary ranging from $107,100 to $154,000 USD depending on experience and location.
• Eligibility for bonus or incentive compensation and equity participation.
• Comprehensive benefits package including healthcare coverage and wellness support.
• Flexible work environment within a fast-growing SaaS organization.
• Opportunity to work with modern tools, AI-driven systems, and advanced customer success technologies.
• Career growth opportunities within a high-impact, scaling operations function.