Senior Customer Success Operations Manager

New

United States - RemoteFull-TimeManager

Salary140,000 - 165,000 USD per year

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Job Details

Experience: 7+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, or a related function within B2B SaaS.
Required Skills: SalesforceChange ManagementZendesk

Have 7+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, or a related function within B2B SaaS.
Bring experience owning operational strategy and leading complex cross-functional initiatives in a high-growth environment.
Understand Customer Success operating models, SaaS retention metrics, renewal forecasting, and customer lifecycle management.
Have experience building and scaling operational processes, systems, and performance measurement frameworks.
Have deep Salesforce expertise and experience with CS platforms, support systems such as Zendesk, and product analytics tools.
Demonstrate analytical capabilities in forecasting, financial modeling, performance reporting, and translating data into business recommendations.
Have experience partnering with senior leadership across Customer Success, Finance, Sales, and Business Systems.
Be able to identify business challenges independently, develop solutions, and influence cross-functional decisions.
Have experience with communication, stakeholder management, and change management.

Own and execute the Customer Success Operations roadmap, prioritizing initiatives for customer experience, operational efficiency, and scalability.
Translate organizational priorities into measurable operating plans, processes, and performance expectations with Customer Success leadership.
Support capacity planning, resource allocation, and productivity modeling across Customer Success, Professional Services, and Support.
Own the strategy, implementation, and optimization of the Customer Success technology ecosystem.
Partner with Business Systems and IT on integrations, automation, and data integrity across Salesforce, CS platforms, support systems, and product analytics tools.
Lead the operational implementation of the Renewals function, including forecasting, quota tracking, performance measurement, and renewal workflows.
Establish reporting and analytics for renewal attainment, GRR, NRR, churn, and contraction.
Create KPIs, reporting frameworks, and executive dashboards measuring customer outcomes, retention, and operational productivity.
Design scalable processes across onboarding, adoption, customer engagement, renewals, and support.

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