Senior Customer Success Operations Manager
Core
Build the Customer Success operating system, processes, and insights to enable scaling, retention, and expansion for a SaaS fintech platform.
Role type
Senior Customer Success Operations Manager (Strategic IC)
Builds
Scalable CS operating model, forecasting programs, health scoring frameworks, and automated workflows
Domain
Fintech / SaaS / Customer Success Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Customer Success Operations strategy, process design from scratch, forecasting & target setting, customer health modeling, cross-functional partnership, data analysis, technology stack evaluation
Preferred skills
Usage-based SaaS experience, Salesforce/Metabase familiarity, automation expertise
Technologies
Salesforce, Metabase
Responsibilities
Design end-to-end post-sales customer journey, build scalable CS operating system, optimize CS technology stack, develop health scoring and risk frameworks, create forecasting programs, establish account planning for key accounts, partner cross-functionally to improve systems and reporting
Seniority
Senior, hands-on IC with strategic ownership
