Customer Success Operations Manager

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

📋 Description

• Act as the primary owner for the Customer Success business systems, which include Salesforce, Churn Zero, Gong, Once Hub, Monday.com, and other related platforms.

• Collaborate with Customer Success leadership, Revenue Operations, Product, IT, and various stakeholders to enhance system functionality, workflows, automation, and user experience.

• Collect business requirements, assist with system configuration, coordinate testing, and support the implementation of system and process modifications.

• Assess and suggest improvements to the Customer Success technology stack.

• Design, document, maintain, and refine Customer Success workflows and operational processes.

• Set governance standards for processes that promote consistency, accountability, and scalability.

• Recognize operational inefficiencies and work with stakeholders to introduce feasible, scalable solutions.

• Facilitate change management for process and technology updates, which includes communication, rollout planning, and support for adoption.

• Create and sustain SOPs, process maps, work instructions, job aids, and reference documentation.

• Oversee internal knowledge repositories and ensure that operational documentation remains accurate as systems and processes evolve.

• Develop self-service resources that assist Customer Success team members in understanding and utilizing tools, workflows, and processes.

• Clearly communicate process and system changes to affected stakeholders.

• Collaborate with Customer Success leaders and managers to support lifecycle programs, which include onboarding, adoption, risk management, renewals, and expansion workflows.

• Aid in the implementation and maintenance of customer success programs, plays, and operational processes.

• Identify opportunities to enhance efficiency and consistency throughout the customer journey.

• Assist with operational preparedness for new initiatives that impact Customer Success teams or customer engagement.

• Maintain operational dashboards and reports that provide visibility into processes, data quality, system usage, and adherence to workflows.

• Offer light operational insights to help Customer Success leaders assess adoption, process health, and areas needing improvement.

• Support data hygiene and ensure compliance with processes across Customer Success systems.

⛳️ Requirements

• Bachelor’s degree in business administration, Operations, Information Systems, or a related field, or equivalent experience.

• Over 4 years of experience in Customer Success Operations, Business Operations, Revenue Operations, Program Management, or a similar operational position.

• Practical experience in supporting, administering, or optimizing business systems such as Salesforce, Churn Zero, Gong, Once Hub, Monday.com, or similar platforms.

• Proven experience in documenting and enhancing business processes, workflows, SOPs, and operational procedures.

• Strong skills in project management, stakeholder management, and organization.

• Capability to identify operational challenges, propose solutions, and implement improvements effectively.

• Exceptional written and verbal communication skills, with the ability to convert business needs into clear process and system requirements.

• High attention to detail and a strong commitment to follow-through.

🏝️ Benefits

• A fun, fast-paced work environment

• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws

• 11 paid holidays

• Community and social events to keep you connected and engaged

• Mental Health Benefits

• Medical, Dental, and Vision insurance

• Company-paid Group Life Insurance, Short- and Long-Term Disability

• Flexible Spending Account & Health Savings Account

• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice

• Pet Insurance

• 401 (k) with company match, with eligibility starting on Day 1 of employment

• 2 Paid Volunteer Time Off Days

• And much more!