Customer Success Operations Manager

Ironclad-posted about 1 month ago
$135,000 - $165,000/Yr
Full-time • Mid Level
Hybrid • San Francisco, CA
501-1,000 employees
Publishing Industries
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We're looking for a Customer Success Operations Manager to be a strategic thought partner to CS leadership and a force multiplier for our growing team. This person will be both analytical and action-oriented - able to dive deep into data to surface insights, anticipate future needs, and build scalable processes that support a high-performing Customer Success function. The ideal candidate thrives in ambiguity, drives initiatives with minimal direction, ensures process compliance, and proactively identifies areas of risk and opportunity to support customer and business success.

  • Partner with CS leadership to shape the future of the CSM function by anticipating scaling challenges, operational bottlenecks, and emerging customer needs.
  • Build and maintain a world-class customer success toolkit that enables each CSM to deliver consistent, high-quality customer experiences - including standardized processes and templates for internal & customer meetings
  • Design and refine customer journey touchpoints, internal workflows, and engagement models that optimize CSM capacity and drive measurable value.
  • Identify gaps in process or execution, emerging trends in customer challenges, and proactively develop remediation strategies to improve outcomes and efficiency.
  • Develop a deep understanding of the metrics that drive Ironclad's Customer Success strategy and convert data into actionable insights.
  • Track and analyze leading indicators of customer health, adoption, and retention; provide clear reporting and recommendations to CS leadership.
  • Proactively identify pockets of risk (e.g., stalled implementations, low engagement) and opportunity (e.g., expansion potential, power user behavior) through a combination of systems data and qualitative feedback.
  • Ensure data accuracy and consistency across key systems (e.g., Salesforce, Catalyst); implement routines and controls to uphold data integrity and compliance.
  • Act as a bridge between business and technical teams, translating business requirements into technical specifications for BI stakeholders and communicating complex data insights to both technical and non-technical audiences.
  • Enforce operational compliance by ensuring CSMs are following defined processes, capturing the right data, and maintaining quality standards in customer execution.
  • Lead cross-functional coordination (e.g., Professional Services, Sales, Product, Support) to improve account planning, risk mitigation, and customer transitions.
  • Build, iterate, and document scalable processes that increase efficiency, accountability, and repeatability across the CS org.
  • Maintain a central knowledge base of CS operations and best practices; ensure ongoing team alignment and adoption.
  • Manage CS operations tasks and programs end-to-end, including reporting, tooling, systems management, and special projects.
  • 5-7+ years in GTM Strategy & Operations or Analytics roles, with at least 3 years supporting a Customer Success organization.
  • Proven ability to design, implement, and scale processes across a growing team.
  • Analytical mindset with strong attention to detail - able to extract insights from complex data and make clear recommendations.
  • Familiarity with Customer Success platforms and metrics (e.g., Catalyst, Salesforce, health scores, NRR, time-to-value).
  • Strong project management and cross-functional collaboration skills.
  • Clear and persuasive communicator with the ability to drive clarity and alignment across stakeholders.
  • Self-starter who can operate with autonomy and maintain momentum in fast-paced, evolving environments.
  • 100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
  • Market-leading leave policies, including gender-neutral parental leave and compassionate leave
  • Family forming support through Maven for you and your partner
  • Paid time off - take the time you need, when you need it
  • Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
  • Mental health support through Modern Health, including therapy, coaching, and digital tools
  • Home office setup stipend to make your space work for you
  • Pre-tax commuter benefits (US Employees)
  • 401(k) plan with Fidelity (US Employees)
  • Regular team events to connect, recharge, and have fun
  • And most importantly: the opportunity to help build the company you want to work at
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