Manager, Customer Success Operations
Core
Partner with Customer Success leadership to develop enabling tools, streamline processes, and own core metrics (NRR, GRR, renewal rate) to drive adoption, retention, and growth for a B2B SaaS platform.
Role type
Manager, Customer Success Operations (Revenue Operations)
Builds
Operational reporting, analytics, process playbooks, and tooling workflows for the Customer Success organization.
Domain
B2B SaaS / Market Intelligence
Required skills
Customer Success operations, Revenue operations, SaaS metrics ownership (NRR/GRR), process optimization, stakeholder management, project management, data governance, cross-functional collaboration
Preferred skills
Pre-sales knowledge, SQL, data warehouse tools (Snowflake/BigQuery), BI platforms (Tableau)
Technologies
Salesforce, Gainsight, Clari, Gong, Tableau
Responsibilities
Define and standardize core Customer Success metrics; optimize CS processes and operating models; build playbooks and templates for scaling customer programs; manage CS tool strategy and resolve operational escalations; create and optimize reporting dashboards and data governance practices.
Seniority
Manager, people management required
