Senior Customer Success Operations Manager

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

📋 Description

• Take ownership of CS operational projects from inception to completion, encompassing scoping, design, implementation, and refinement—developing playbooks, workflows, and automation to enhance Customer Success operations at scale.

• Create and manage internal tools, dashboards, and reporting systems that provide CS leadership with real-time insights into customer health, renewal risks, and operational performance.

• Develop and implement CS playbooks for critical activities such as overusage outreach, churn offboarding, renewal preparations, and proactive risk intervention.

• Collaborate across departments with Data Engineering, BI, Finance, RevOps, Product, and Sales to ensure the CS data infrastructure is accurate, interconnected, and actionable.

• Analyze and enhance CS processes and operational workflows, identifying gaps and inefficiencies while driving measurable enhancements in execution speed and consistency.

• Assist in the development of customer health scoring and segmentation models, refining the signals, thresholds, and calibrations that promote proactive CS engagement.

• Convert complex data into clear narratives for leadership, including contributions to QBRs, board-level retention metrics, and ad-hoc strategic analyses.

⛳️ Requirements

• A minimum of 5 years of experience in CS Operations, Revenue Operations, Business Operations, or a comparable role within a B2B SaaS or enterprise technology environment.

• Demonstrated success in managing and executing operational projects from start to finish, focusing on building the processes and tools that utilize data rather than merely analyzing it.

• High proficiency in Salesforce (including reporting, dashboards, and data model navigation) along with experience in BI tools and data warehouses (e.g., Snowflake, Looker, Tableau).

• Advanced skills in Excel/Google Sheets and a strong comfort level in working with structured data across various systems.

• Proven experience in designing and implementing playbooks, workflows, or standard operating procedures for customer-facing teams.

• Excellent communication skills—capable of translating data into clear, actionable recommendations for both technical and non-technical audiences.

• Self-motivated and adept at working autonomously in a fast-paced, resource-limited environment.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options