Customer Success Operations Manager, Onboarding & Professional Services
Core
Designing strategies, programs, and insights to empower Customer Success organizations, specifically focusing on SMB Customer Launch teams (Onboarding, Data Migrations, and Professional Services) to exceed Net Revenue Retention goals.
Role type
Senior Customer Success Operations Manager (Onboarding & Professional Services)
Builds
Scalable onboarding motions, end-to-end Professional Services engines, and cross-functional GTM systems.
Domain
B2B Legal Technology (SaaS)
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Customer Success Operations, GTM Systems, Revenue Operations, Professional Services Automation, Customer Onboarding Platforms, Post-Sales Metrics, Process Redesign, AI Tools (LLMs, agents, automation), Data Analysis, Project Management
Preferred skills
Experience with Salesforce, Agentforce, Databricks AI Apps, ChurnZero, Gainsight, Certinia, RocketLane
Technologies
Salesforce, Agentforce, Databricks AI Apps, ChurnZero, Gainsight, Certinia, RocketLane
Responsibilities
Scaling the Onboarding motion by identifying friction points and deploying automated solutions; Building the end-to-end Professional Services engine with operating models and automation tools; Engineering the CS Tech Stack by defining logic and driving rollouts of GTM systems; Connecting cross-functional teams to fix leaks in the customer lifecycle; Championing AI adoption and RevOps maturity.
Seniority
Senior, hands-on IC