Senior Manager, Customer Success Operations

Overview

Senior Manager, Customer Success Operations within the Revenue Operations team. Owns the operationalization of the strategic customer project roadmap and the tools, systems and processes that let Customer Success scale, and manages a Senior Analyst.

What you'll do

• Bring broad, cross-functional fluency across customer success, account management and adjacent go-to-market functions to set direction for how Customer Success Operations partners with the rest of the business.
• Define and continuously improve the operating model, cadence and governance for the roadmap of strategic customer projects, and optimize existing Customer Success processes to ensure scalability.
• Set the strategic framework for how core Customer Success metrics, including NRR, GRR and usage KPIs, connect to business outcomes, and use it to inform program investment, prioritization and executive reporting.
• Identify opportunities across the Customer Success tool strategy, spanning Salesforce, Gainsight, Clari, Gong and Tableau, and partner with senior leadership on investment priorities.
• Act as a senior escalation point for operational issues, including broken workflows, data discrepancies and urgent tooling issues, and drive fast, durable resolution.
• Own the Quarterly Business Review process end to end, building and refining templates with leaders and prioritizing the Asks of the Business that come out of QBRs.
• Partner closely with CS leaders, Product, Sales, Support, Finance, BI and Revenue Operations to align on priorities, gather requirements and deliver cross-functional initiatives.
• Decide which programs are ready to scale and in what order, ensuring the playbooks and standards behind them hold up as coverage expands from a handful of accounts to full strategic segments.
• Partner with the Manager, Customer Success Operations on the KPI trackers, dashboards and impact reporting that make each program measurable.
• Own accountability for the trustworthiness of CS reporting as it scales, including the QA and governance practices, source of truth, hierarchy integrity and field accuracy, and escalate material data integrity risk before it reaches leadership.
• Manage and develop the Senior Analyst, Customer Success Operations: set priorities, coach, and elevate their work from tactical execution to insight-driven impact.

What you'll need

• 8+ years of experience within a Revenue organization, playing a key role in driving productivity for the Customer Success team.
• Prior people management experience required.
• Experience owning or administering CS systems such as Salesforce, Gainsight, Clari, Gong or Tableau, and evaluating new tools as needs evolve.
• Strong project management skills, with the ability to move ambiguous programs to scalable execution.
• Proven ability to translate core SaaS and Customer Success metrics, including NRR, GRR and usage-based KPIs, into strategic narratives for senior and executive stakeholders.
• Excellent communication skills and the ability to work in a dynamic, fast-paced environment.
• Enjoys working cross-functionally and building strong relationships with stakeholders across the business, including Product, Sales, Support, Finance and BI.
• Exceptional organizational skills and attention to detail.

Nice to have

• Exposure to pre-sales and application specialist functions.
• Experience with SQL, or a data warehouse tool such as Snowflake or BigQuery.
• Familiarity with a BI platform such as Tableau.

Details

• Location: Remote, United States.
• Base compensation range: $177,000 to $195,000 USD. Final offer amounts may vary based on candidate experience and expertise.
• May also be offered a performance-based bonus, equity and a benefits program.