Business Operations Manager, CS Structure & Capacity

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee the composition and structure of Customer Success (CS) teams in alignment with the long-term organizational strategy.

• Develop and sustain the operating model that dictates how pods are formed and how tasks flow within the team.

• Assign the right personnel to appropriate accounts and projects based on their technical abilities, workload compatibility, and specialization.

• Integrate the Skill Tree framework into the decisions regarding pod and account assignments.

• Uphold Customer Success Manager (CSM) and Customer Growth Manager (CGM) workload standards throughout the team.

• Evaluate and balance workload and service levels as accounts and projects transition.

• Keep the Workload Dashboard active and integrated with the Capacity Model.

• Ensure that at least 90% of new accounts are allocated within the first week; aim to decrease manual intervention from VPs by 40%.

• Establish a comprehensive account motion and client journey framework from start to finish.

• Develop and maintain tools to monitor account transitions and ensure pods graduate on schedule.

• Provide decision-ready reports to VPs and Directors regarding workload, account flow, pressure points, and their relationship with performance and churn.

• Assess how projects, process enhancements, and AI implementations result in tangible efficiency and workload improvements.

• Keep the hiring forecast aligned with actual figures, maintaining a variance of no more than 10%.

• Contribute account matching quality data to the Account Risk V2 initiative.

⛳️ Requirements

• Extensive experience in operating model and capacity design — capable of transforming a long-term vision into an effective team structure and capacity model.

• Background in people-to-work or talent-to-account matching, preferably within Customer Success, Revenue Operations, or Business Operations environments.

• Strong data analysis skills — proficient in SQL across Salesforce and/or Databricks, capable of capacity and workload modeling, as well as managing dashboards and tracking tools.

• Experience in governance reporting — skilled in producing decision-ready reports for audiences at the VP and Director levels.

• Excellent coordination and ownership mindset — adept at managing structural changes among CSMs, Directors, and VPs while maintaining attention to detail.

• Good judgment regarding personnel and fit — able to assess where individuals excel and make sound allocation decisions.

• Proficient in both Portuguese and English.

🏝️ Benefits

• None