Sr. Customer Success Operations Manager
Core
Building, delivering, and optimizing systems, processes, workflows, AI-enabled automations, and insights to power a global Customer Success organization for a B2B SaaS company specializing in typefaces and font technologies.
Role type
Senior Customer Success Operations Manager (hands-on builder & cross-functional partner)
Builds
Scalable CS systems, AI-driven workflows, customer health/churn-risk intelligence layers, and operational dashboards
Domain
B2B SaaS (Creative Software/Typefaces)
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
End-to-end project delivery, CS systems/data/AI tool proficiency, automation design, stakeholder management, SOP creation, data-driven decision making, SQL/BI tool usage
Preferred skills
AI workflow implementation, ChurnZero/Salesforce expertise, SQL/PowerBI/Syncari usage, global cross-functional influence
Technologies
ChurnZero, Salesforce, PowerBI, Syncari, SQL, AI-assisted productivity tools
Responsibilities
Own end-to-end delivery of CS Ops projects; manage service requests and feature improvements; optimize CS tools and dashboards; partner with leadership to translate requirements into scalable processes; develop reporting for data-driven decisions; lead automation and AI initiatives; design customer health and churn-risk intelligence layers; establish reconciled customer views across systems; identify and scale AI use cases for customer outcomes and retention.
Seniority
Senior, hands-on IC