Manager, Success Operations

10+ years in Customer Success Ops, Marketplace Ops, Revenue Ops, BizOps, or similar operational roles. Experience working in a marketplace, gig economy platform, or fast moving consumer or SMB facing ecosystem. Strong executive presence with proven ability to influence C-level stakeholders, drive strategic decision-making, and translate business vision into executable program strategies. Experience building and managing tools and workflows across Salesforce, Gainsight, Looker, or internal systems. Demonstrated success leading operators or analysts who work across product and GTM. Ability to translate marketplace level problems into clear frameworks and actionable plans. Strong analytical background; SQL proficiency preferred.

Develop the operational strategy that enables our Customer and Pro Success teams to maximize their impact on revenue, activation, and retention. Own headcount and capacity forecasting models, translating complex supply and demand signals into precise staffing plans and budget requirements. Deploy AI automation and optimize the tech stack to reduce manual friction, increase agent efficiency, and scale high-touch interventions. Drive cross-functional execution by partnering with Product, Product ops, Sales, Service to improve pro retention and ROI. Design, Optimize and scale manual fulfillment workflows for emerging partnerships. Establish the business review cadence, transforming raw data into clear executive narratives and actionable directives. Lead and up-level a high-performing team of operators and analysts.