Manager, Customer Success Operations
New
M
Mursion IncAI Simulation Training
United StatesFull-TimeManager
Salary$140,000–$150,000 base salary, plus a target bonus and equity.
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Job Details
- Experience
- 5–7 years
- Required Skills
- Project ManagementData AnalysisCRMHubSpot
Requirements
- 5–7 years of experience in Customer Success, Revenue Operations, or CS Operations.
- Experience within a B2B SaaS or technology-enabled services environment.
- Demonstrated history of building CS infrastructure, such as health scoring, playbooks, and tool implementations.
- Experience managing or coaching at least one direct report.
- Hands-on proficiency with a CRM, specifically HubSpot.
- Hands-on experience with at least one CS platform (e.g., Gainsight, Totango, ChurnZero).
- Experience designing or operating a scaled/digital CS motion.
- Strong systems thinking with an ability to diagnose root causes.
- Proven ability to communicate complex metrics to both individual contributors and leadership.
Responsibilities
- Design and deploy meaningful account health scores and actionable risk indicators.
- Build utilization data infrastructure to ensure full visibility into customer accounts.
- Develop executive-ready reporting connecting platform usage to business outcomes.
- Manage and coach the Implementation Manager to improve launch efficiency and project management.
- Optimize implementation methodology including launch playbooks and milestone tracking.
- Design operational foundations for scaled customer success, including automated engagement and renewal plays.
- Standardize CS processes, documentation, and cross-functional workflows with Sales, Talent Ops, and Support.
- Own HubSpot data quality and manage health score integrations.
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