Senior Manager, Customer Success Operations
Core
Lead a Customer Success Operations team to scale CS performance, manage data strategy, and implement AI-driven workflows for customer retention and growth.
Role type
Senior Manager, Customer Success Operations
Builds
Automated and agent-assisted workflows, CS metrics frameworks, and a governed CS tech stack
Domain
SaaS / Subscription-based commerce
Deliverable
production ML models
Required skills
Team leadership, CS metrics framework ownership, Gainsight strategy, Salesforce configuration, AI workflow design, cross-functional partnership, SaaS business model knowledge
Preferred skills
Prior CSM or CS leadership experience, AI-assisted workflow scaling, Operations team building, SQL and BI skills, Ecommerce/retail/UGC platform experience
Technologies
Gainsight, Staircase AI, Salesforce, Gong, Snowflake, Tableau, Looker
Responsibilities
Lead and develop the CS Operations team; Own the CS metrics framework (GRR, NRR, churn, health); Own the CS tech stack strategy and governance; Turn customer signals into risk/opportunity alerts; Identify and implement agentic/AI-assisted workflows; Support renewal and forecasting rigor; Establish repeatable processes and playbooks for CSMs; Champion the voice of the customer
Seniority
Senior, hands-on IC with management responsibilities
