Senior Manager, Customer Success Operations
Core
Lead operational processes, insights, and frameworks for a global Customer Success organization to deliver value, protect recurring revenue, and scale effectively.
Role type
Senior Manager, Customer Success Operations
Builds
Proactive renewal operating models, engagement frameworks, account segmentation, and customer health scoring systems.
Domain
Enterprise SaaS (Information Archiving, eDiscovery, Compliance)
Required skills
SaaS revenue metrics, contract reconciliation, CRM platforms, team leadership, cross-functional partnership, data analysis, process improvement, account segmentation, renewal strategy.
Preferred skills
Financial services experience, regulated industries, complex enterprise contracts.
Technologies
CRM platforms, reporting tools, workflows.
Responsibilities
Build proactive renewal operating models and visibility into revenue risk; coordinate contract reconciliations and true-ups to reduce leakage; define account segmentation and engagement frameworks; develop customer health scoring models; lead a distributed team across London and Vancouver; partner with Finance, Sales, and Product to drive retention and growth.
Seniority
Senior, hands-on leadership
