Customer Success Operations Manager
Core
Own the strategy, planning, and operational backbone of the Customer Success organization to enable scaling and efficient delivery.
Role type
Customer Success Operations Manager
Builds
CS operating rhythms, workflows, playbooks, and incentive compensation models
Domain
SaaS / Business Planning / Financial Planning Software
Deliverable
product features
Required skills
Customer lifecycle management, CS platform expertise, strategic planning, workflow design, incentive compensation design, cross-functional alignment, AI/automation adoption, data-to-insights translation
Preferred skills
SQL, BI tools, scripting, EPM industry experience
Technologies
Gainsight, Totango, Vitally
Responsibilities
Partner with CS leadership on territory design, segmentation, and annual/quarterly planning; Build and run operating rhythms (QBRs, forecasts, business reviews); Design and refine CS workflows across the customer journey; Drive adoption of AI and automation to streamline CS workflows
Seniority
Mid-Senior, hands-on IC
