Senior Customer Success Operations Manager

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

📋 Description

• Take ownership of and manage our Customer Success technology stack, including Salesforce CRM, ensuring data integrity, automation of workflows, and user adoption.

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

• Develop and uphold a reporting infrastructure that provides Customer Success leaders with real-time insights into retention, expansion, and team performance metrics.

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

⛳️ Requirements

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

• Demonstrated experience in owning and enhancing CRM systems, with a proven impact on data quality, workflow efficiency, or team adoption rates.

• Proven ability to lead cross-functional planning cycles—such as capacity modeling, headcount planning, or setting OKRs—with measurable results.

• Established record of building reporting frameworks and utilizing data analysis to guide strategic decisions at the leadership level.

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

• Proficient in SQL and/or business intelligence tools (e.g., Looker, Tableau, Sigma) to create reliable reports and convert 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.

• Ability to manage intricate, cross-functional projects involving Customer Success, Sales, Product, Support, and external partners—balancing competing priorities and organizational dynamics to ensure accountability and execution.

• You cultivate trust across diverse teams—Customer Success, Sales, Product, Support, and external partners—and can align stakeholders on a common plan without relying on authority.

• You distill operational complexity into clear, succinct narratives for both individual contributors and executive audiences, in both written and verbal forms.

• You advance projects with minimal guidance, proactively identifying tasks that need to be completed and following through consistently.

🏝️ Benefits

• Unlimited time off to empower our employees to manage their work-life balance.

• Choice of employer-paid health insurance plans.

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

• Generous stock options, vested over four years.

• 401k match and monthly wellness stipend.