Operations & Program Manager, Customer Success

6+ years of experience in Customer Success operations, revenue operations, customer onboarding, or an adjacent field. Strong understanding of the customer lifecycle (adoption, risk management, expansion, renewal). Proven ability to optimize operational processes, create scalable frameworks, and identify inefficiencies. Experience collaborating with cross-functional partners (CSM, Account Management, Sales, Support, Product, Operations). Demonstrated success managing CS-related initiatives (e.g., EBR program creation, handoff improvement, renewals workflows, forecasting operations). Proficiency with data analysis and metrics tracking. Excellent communication and collaboration skills. Comfortable operating in fast-changing environments with evolving priorities. Experience with enablement (playbooks, documentation, training materials) is a strong plus.

Build and refine frameworks for customer discovery and executive engagements. Design and optimize AI-supported handoff workflows. Lead improvements in forecasting accuracy. Partner with Renewals organization to evolve renewal workflows. Map and enhance workflows across the customer lifecycle. Translate planning outputs into operational processes and documentation. Serve as the operational and technical owner for key Customer Success systems. Act as the primary liaison with TechOps for tooling changes. Evaluate system usage and operational performance for continuous improvements. Develop and lead rollout plans, communications, training, and change-management strategies. Create and maintain documentation, playbooks, and resources. Monitor emerging trends and innovations in Customer Success operations.