Senior Manager, Customer Operations

7–10+ years of experience in Customer Operations, Revenue Operations, Customer Success Operations, or a related function in a high paced, SaaS environment. Deep expertise in CS analytics, dashboards, and insight generation tied to retention and renewals. Hands-on experience administering and optimizing Gainsight and Salesforce. Gong and Tableau experience strongly preferred. Proven ability to translate data into actionable insights and operational change. Experience partnering closely with senior customer leadership. Proven ability to design scalable processes, drive consistent execution, and lead operational change. Prior people management experience required. Exceptional communication skills.

Act as the primary operational partner to customer leadership. Provide trend analysis and insights for strategy and forecasting. Lead cross-functional forums to present customer risk and renewal health. Package customer-ready insights for CSMs. Support change management for new tools and processes. Define and build key CS dashboards with the Data & Analytics team. Own CS data governance and serve as liaison between CS and DAS. Oversee intake and prioritization of CS data requests. Deliver actionable insights on renewals, churn, adoption, and capacity. Administer, optimize, and evolve CS tools like Gainsight and Salesforce. Provide operational requirements and support configuration for CS tools. Design and enable workflows for renewals, activation, and risk management. Lead systems training for CS tools. Design, document, and optimize Customer Success processes and policies. Establish standards for CS execution and monitor adherence. Manage and develop the Senior Analyst, Customer Operations.