Senior Customer Success Operations Manager

What You’ll Be Doing

As a Senior CS Operations Manager, you will go beyond data analysis to drive real operational change across the Customer Success organization. This is not a reporting role—it’s a hands-on position where you’ll own and lead projects end-to-end: designing CS playbooks, building internal tools, defining processes, and translating data insights into scalable action. You’ll join a small, high-impact team and operate with significant autonomy in a fast-moving environment.

As a Senior CS Operations Manager, you’ll:

• Own and deliver CS operational projects end-to-end—from scoping and design through implementation and iteration—including playbooks, workflows, and automation that improve how Customer Success operates at scale.
• Build and maintain internal tools, dashboards, and reporting that give CS leadership real-time visibility into customer health, renewal risk, and operational performance.
• Design and operationalize CS playbooks for key motions such as overusage outreach, churn offboarding, renewal preparation, and proactive risk intervention.
• Partner cross-functionally with Data Engineering, BI, Finance, RevOps, Product, and Sales to ensure CS data infrastructure is accurate, connected, and actionable.
• Define and improve CS processes and operational workflows, identifying gaps and inefficiencies and driving measurable improvements in execution speed and consistency.
• Support customer health scoring and segmentation models, helping refine the signals, thresholds, and calibration that drive proactive CS engagement.
• Translate complex data into clear narratives for leadership, including QBR contributions, board-level retention metrics, and ad-hoc strategic analyses.

Requirements

• 5+ years in CS Operations, Revenue Operations, Business Operations, or a similar role in a B2B SaaS or enterprise technology company.
• Proven track record of owning and delivering operational projects end-to-end, not just analyzing data but building the processes and tools that act on it.
• Strong proficiency with Salesforce (reporting, dashboards, data model navigation) and experience working with BI tools and data warehouses (e.g., Snowflake, Looker, Tableau).
• Advanced Excel/Google Sheets skills and comfort working with structured data across multiple systems.
• Experience designing and operationalizing playbooks, workflows, or standard operating procedures for customer-facing teams.
• Strong communication skills—able to translate data into clear recommendations for both technical and non-technical stakeholders.
• Self-directed and comfortable operating with high autonomy in a fast-paced, resource-constrained environment.