Customer Success Operations Manager
Skills
- Mastery of Salesforce (SFDC) and CS platforms such as Gainsight or ChurnZero.
- High proficiency in SQL and BI tools (Tableau, Looker or equivalent).
- Experience designing predictive models or early-warning systems for churn/expansion.
- Strong program and project management skills across cross-functional teams.
- Deep knowledge of Customer Lifecycle metrics and NRR drivers.
- Ability to translate technical telemetry into clear executive insights.
- Advanced stakeholder management and change management experience.
Responsibilities
- Define, implement, and maintain CS KPIs (activation, adoption, health scores, utilization).
- Create executive-level operations reviews and dashboards translating technical telemetry into business insights.
- Design and manage predictive models/early-warning systems to identify churn risk and expansion opportunities.
- Program-manage cross-functional initiatives (customer maturity content, process improvements) with Product, Engineering, and Sales.
- Own and optimize the CS tech stack (SFDC, Gainsight/ChurnZero, BI tools) to ensure a single source of truth and data integrity.
- Partner with Senior TAMs to translate customer technical requirements into prioritized roadmaps for Product and Engineering.
- Operationalize repeatable processes and capacity planning to scale the CS organization.
- Produce executive-level presentations and recommendations based on rigorous data analysis.
Education
- BS/BA in a quantitative field (Math, Statistics, Economics, Operations Research, Engineering, Computer Science) required
- Advanced degree (MS/MBA) preferred but not required
Benefits
- Competitive base salary plus discretionary bonus and equity
- Comprehensive health, dental, and vision benefits
- 401(k) or equivalent retirement plan
- Flexible and remote-friendly work environment
- Generous PTO and parental leave
- Professional development and conference allowance
- Employee equity and long-term incentive programs
Average salary estimate
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