Customer Success Operations Manager
Core
End-to-end ownership of the operating layer for Customer Success Managers (CSMs), managing account assignments, renewal forecasting, retention reporting, and data integrity to drive Net Revenue Retention.
Role type
Senior IC Customer Success Operations Manager
Builds
CSM workspaces, renewal forecasts, retention reports, and automated data pipelines
Domain
B2B SaaS, AI Security & IT Platform
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Customer Success Operations, Revenue Operations, HubSpot CRM administration, recurring-revenue mechanics (GRR/NRR), data reconciliation, process automation, stakeholder management
Preferred skills
CS platform administration (Gainsight, Catalyst, Totango), product analytics, BI tools (Hex, Looker, Mode), SQL, Stripe integration
Responsibilities
Own CSM account assignments and book rebalancing; manage CSM workspace configurations in HubSpot; run weekly renewal forecast cadences; track onboarding milestones and time-to-value; own monthly/quarterly retention reporting and ARR reconciliation; manage churn and attribution processes; maintain data integrity and automate repetitive tasks; document processes for enablement.
Seniority
Senior, hands-on IC
