Senior Manager, Customer Success Operations
Core
Senior leadership role owning the operationalization of the Customer Success roadmap, strategic projects, and scalable processes for a SaaS market intelligence platform.
Role type
Senior Manager, Customer Success Operations (Revenue Operations)
Builds
Scalable Customer Success operating models, strategic customer project roadmaps, and operational reporting/analytics systems.
Domain
SaaS / Market Intelligence / Customer Success
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Revenue organization experience, people management, program/project management, SaaS metrics strategy (NRR/GRR), stakeholder collaboration, data governance, team coaching
Preferred skills
SQL, data warehouse tools (Snowflake/BigQuery), BI platforms (Tableau), pre-sales/application specialist exposure
Technologies
Salesforce, Gainsight, Clari, Gong, Tableau, Snowflake, BigQuery
Responsibilities
Define and improve CS operating model and governance for strategic projects; set strategic framework for CS metrics connecting to business outcomes; identify opportunities in CS tool strategy; act as senior escalation point for operational issues; own the Quarterly Business Review process; partner with CS leaders and cross-functional teams; decide which programs are ready to scale; ensure data integrity and governance for CS reporting; manage and develop a Senior Analyst.
Seniority
Senior Manager, hands-on leadership with people management
