Revenue Operations Manager – Customer Success

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

📋 Description

• Develop and oversee standardized onboarding workflows aimed at minimizing time-to-value, ensuring uniformity across client experiences, and establishing a repeatable, measurable journey from contract signing to go-live.

• Create and sustain customer health scoring models that provide Customer Success (CS) teams with early alerts on churn risk and actionable insights for expansion, integrating product usage, engagement, and CRM data.

• Manage the operational processes for renewals and expansions, which include pipeline tracking, playbook documentation, and CRM workflows to ensure that no details are overlooked.

• Construct and maintain dashboards and reports that offer CS leadership insight into retention performance, customer health, and team efficiency, thus assisting both operational decision-making and executive reporting.

• Analyze and enhance the entire customer lifecycle—from onboarding through adoption, renewal, and expansion—by identifying friction points and devising scalable solutions.

• Collaborate with CS leaders to proactively identify at-risk customers and design appropriate interventions, escalation paths, and playbooks to safeguard retention.

• Work closely with Sales, RevOps, and Systems teams to ensure alignment between post-sale processes and pre-sale data, ensuring that the CRM accurately reflects the customer relationship.

⛳️ Requirements

• Over 5 years of experience in Customer Success Operations, Revenue Operations, or a comparable post-sale operational role within a B2B SaaS environment.

• Comprehensive understanding of the customer lifecycle and the operational levers that influence retention and expansion.

• Practical experience with CRM platforms (Salesforce preferred) and Customer Success tools (such as Gainsight, ChurnZero, Totango, or similar).

• Possess an analytical mindset—capable of constructing health scoring models, interpreting retention data, and converting insights into operational recommendations.

• Process-oriented with excellent documentation skills and a proven ability to implement effective processes.

• Strong skills in stakeholder management and cross-functional collaboration.

• Comfortable navigating ambiguity and motivated by creating systems from the ground up.

🏝️ Benefits

• Medical, Dental, and Vision plans

• Flexible Spending/Health Savings Accounts

• Flexible PTO

• 401(k) + Company Match

• Life Insurance, Pet insurance, and more