Senior Customer Success Operations Manager

📋 Description

• Take ownership of our Customer Success tech stack, including Salesforce CRM, ensuring the integrity of data, automation of workflows, and adoption of tools.

• Lead the design and implementation of complex, cross-functional systems projects, including the development of our self-service renewal platform for digital partners.

• Create and sustain a reporting infrastructure that provides Customer Success leaders with immediate insights into retention, expansion, and team performance.

• Define and oversee programs that span Customer Success, Sales, Product, and Support, fostering alignment and accountability.

⛳️ Requirements

• 3 to 5 years of experience in Customer Success Operations, Revenue Operations, or a related area within a SaaS organization.

• A proven history of owning and enhancing CRM systems, demonstrating a positive impact on data quality, workflow efficiency, or team adoption.

• A successful track record of leading cross-functional planning cycles, such as capacity modeling, headcount planning, or setting OKRs, with measurable results.

• Established experience in building reporting infrastructure and utilizing data analysis to influence strategic decisions at the leadership level.

• Extensive hands-on experience in developing and maintaining workflows, custom objects, and automations in Salesforce—preferably with an admin certification.

• Proficiency in SQL and/or BI tools (e.g., Looker, Tableau, Sigma) for creating reliable reports and translating raw data into actionable insights.

• Experience in managing planning cycles—capacity modeling, headcount, OKRs—with a structured, data-driven approach that fosters clarity and alignment.

• Capability to manage intricate, cross-functional projects involving Customer Success, Sales, Product, Support, and external partners, while navigating competing priorities and organizational dynamics to ensure accountability and follow-through.

• Ability to build trust across teams—Customer Success, Sales, Product, Support, and external partners—and align stakeholders around a common plan without relying on authority.

• Skill in converting operational complexity into clear and concise narratives for both individual contributors and executive audiences, in both written and verbal forms.

• A proactive approach to driving projects forward with minimal guidance, identifying necessary tasks, and ensuring reliable follow-through.

🏝️ Benefits

• Unlimited time off to empower employees in managing their work-life balance.

• Selection of employer-paid health insurance plans.

• Dental and vision coverage is also provided at very low premiums.

• Generous stock options, vested over a four-year period.

• 401k matching and a monthly wellness stipend.