Mission Success Operations Manager

3-5 years of experience in Customer Success Operations, Revenue Operations, Business Operations, or related analytical/operational roles. Experience designing systems and workflows to bring order to complex processes. Proven ability to build dashboards and drive data-informed decisions. Strong interpersonal skills with the ability to translate between Mission Success, executives, and technical teams. Experience influencing stakeholders across BD, Product, and Marketing functions. Demonstrated ability to dissect ambiguous problems and build solutions that scale. Hands-on experience as an individual contributor. Proven ability to work creatively within budget constraints while implementing mature systems and processes. Incredibly organized, proactive, and impeccable attention to detail. Previous experience in a role on an Operations team (Customer Success Ops, RevOps, BizOps, Sales Ops, Marketing Ops, etc.). High-growth SaaS operations experience and/or background at a Fortune 500 company. Deep familiarity with Mission Success technology (Gainsight, Catalyst, Totango) or Salesforce CRM. Experience with tech stack optimization including ClientSuccess, Zendesk, Asana, Zapier. Strong analytical skills with experience analyzing data, trends, and client information. Experience with forecasting models for renewals, expansions, and churn risk. Fast learner who can understand and articulate technology solutions.

Define, track, and standardize key health scores and team performance metrics. Create executive dashboards and actionable reporting. Design and operationalize key moments in the customer journey. Implement scalable playbooks and templates. Optimize existing tech stack including ClientSuccess, Salesforce, Zendesk, Asana, Zapier, Jira. Drive integrations and automation. Build robust forecasting models for expansions and churn risk. Develop capacity models for the content team. Serve as the operational liaison between Mission Success, BD, Product, and Marketing teams. Translate Mission Success insights into actionable inputs for other departments.