Customer Success Operations Manager

GBG • Boston, MA

49d

About The Position

As a Customer Success Operations Manager, you will be the straegic and operational backbone of the Customer Success team. You’ll optimize systems, processes, data, and technology to enable our Customer Success Managers (CSMs) to focus on building strong customer relationships. You’ll drive automation, manage the internal CS tool tech stack, analyze customer health data, and design workflows that improve team productivity, consistency, and retention outcomes. This role is ideal for someone that enjoys working cross-functionally and who thrives at the intersection of strategy, systems, and scale.

Requirements

• 3+ years of experience in Customer Success Operations, Revenue Operations, or a related field within a SaaS or technology environment.
• Advanced proficiency in Salesforce and ServiceCloud, with hands-on experience configuring workflows, dashboards, and automation to support CS teams.
• Demonstrated success in designing and scaling operational processes that improve efficiency and customer outcomes across teams or regions.
• Strong analytical skills, with 2+ years of experience in data visualization and reporting using tools such as Tableau, Power BI, or advanced Excel (pivot tables, VLOOKUP, macros).
• Proven track record of managing cross-functional projects, including stakeholder alignment, timeline management, and delivery of measurable results.
• Experience supporting CS teams with tools, insights, and playbooks that drive adoption, retention, and expansion.
• Ability to translate business needs into scalable operational solutions, including system enhancements, process improvements, and reporting frameworks.
• Comfortable operating in fast-paced, ambiguous environments, with a bias for action and continuous improvement.
• Excellent written and verbal communication skills, with a proactive, solution-oriented mindset and the ability to influence across levels.

Responsibilities

• Own and optimize the Customer Success tech stack (e.g., CS platform, Salesforce, etc.)
• Design and implement scalable processes that support CSM workflows and customer lifecycle management
• Develop and maintain dashboards and reporting to monitor customer health, churn risk, and engagement
• Partner with cross-functional teams to align CS Ops initiatives with broader business goals
• Automate routine tasks to increase CSM efficiency and reduce manual work
• Support onboarding, training, and enablement of CSMs on tools and processes
• Lead initiatives to improve data quality, segmentation, and actionable insights
• Track and report on KPIs related to retention, expansion, and customer satisfaction
• Identify opportunities for continuous improvement and operational excellence

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees