Manager, Customer Success Operations

For our client, we are seeking a Manager Customer Success Operations to join the team of a leader in the Enterprise Technology space. This role will lead operational priorities focused on execution quality, efficiency, safety, and measurable performance outcomes. You will collaborate with field leadership, support functions, and cross-functional stakeholders to improve accountability, service delivery, and operational consistency. The position offers the opportunity to influence operational scale, customer outcomes, and organizational performance within a technology-driven environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $140,000 – $154,000 annually

Responsibilities

• Apply customer success and account management expertise to enhance operations
• Develop and optimize the operating model for strategic customer projects
• Own and standardize core Customer Success metrics and reporting
• Support tool strategy and integration across various platforms like Salesforce and Tableau
• Serve as an escalation point for operational challenges, ensuring swift resolution
• Foster robust relationships with Customer Success teams to identify and close process gaps
• Create playbooks and templates for scaling customer programs effectively

Qualifications

• 5-8 years of experience in a Revenue organization focusing on Customer Success productivity
• Prior management experience is a must
• Expertise in using technology to improve processes in a high-growth B2B SaaS environment
• Strong grasp of SaaS metrics like NRR, GRR, and renewal rates, beyond just reporting
• Experience in implementing technology workflows and processes in a revenue organization
• A strategic thinker with tactical execution skills and strong written communication
• Excellent organizational skills and attention to detail

Benefits

• Performance-based bonus opportunities
• Equity options for employees
• Generous benefits program including health and wellness perks

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.