Customer Success Operations Manager

RealPage, Inc.•Richardson, TX

About The Position

The CS Operations Manager is a hands-on program leader who designs and operationalizes processes, playbooks, enablement and tooling to improve efficiency and drive consistent outcomes for Solutions Account Management and related Customer Success teams. This position leads delivery of role-based training, communications, and a searchable knowledge library, and partners with Product and CS Operations to improve tooling, automation and data hygiene. The role owns program cadence and governance, running weekly, monthly and quarterly reviews and reporting measurable improvements in operational metrics. The successful candidate converts operational pain points into prioritized, cross-functional initiatives that reduce manual work, increase adoption of standards, and improve customer outcomes.

Requirements

5+ years of experience in customer success, solutions account management or CS operations with demonstrable ownership of operational programs, playbooks, or enablement initiatives. (Equivalent experience with demonstrable outcomes will be considered.)
Practical experience supporting SAM/Solutions Account Management or similar CS operating models — including onboarding, renewals, escalations and relationship mapping. Experience in the multi-family / property management SaaS vertical is beneficial. Erin Connolly’s Solutions Account Manager background is an example of the desired profile.
Strong program management skills: backlog/roadmap ownership, cadence governance, stakeholder alignment, and managing cross-functional deliveries without direct authority.
Demonstrated operational design experience: building SOPs, playbooks, templates and a structured knowledge repository for practitioner use.
Experience driving tool adoption and partnering with Product/CS Ops to define tooling and automation requirements (Salesforce, Compass, or equivalent).
Excellent written and verbal communication skills for both executive summaries and practitioner enablement.
Proven facilitation and training experience, including building role-based curricula and running adoption initiatives.
Project Management mindset: ability to track and manage multiple simultaneous cross-functional workstreams, conduct routine status calls, manage RACI, stakeholder management, and project communications.
Operational excellence & process design: ability to map end-to-end workflows, prioritize friction points, and redesign for scale.
Communications & enablement: design role-based training, adoption plans and facilitator experience.
Technology & systems optimization: practical experience driving tool adoption, automation and data hygiene in customer success tooling.
Data & insights fluency: define dashboard requirements, monitor operational metrics, and convert trends into prioritized actions.
Program governance: run weekly/monthly/quarterly cadences, own the roadmap, manage dependencies, and escalate risk.
Stakeholder influence: skillful at building alignment and driving outcomes across CS, Product, Engineering and Operations.
Coaching & facilitation: experience mentoring practitioners and enabling managers to sustain improvements.

Responsibilities

Operational Design & Process Optimization: Design, implement and maintain scalable processes for SAM activities including onboarding, renewals, escalations, relationship mapping and transitions. Use human-centered design to make playbooks and SOPs easy to adopt.
Playbooks & Knowledge Management: Build and govern a searchable playbook and asset library with indexed content, templates, and role-based guidance to reduce execution variance across teams.
Communications & Enablement: Create role-specific training, adoption calendars, release notes, and communication templates. Facilitate regular practitioner forums and training sessions to surface execution pain points and solutions.
Technology & Systems Optimization: Partner with CS Ops, Product and Engineering to translate operational requirements into tooling improvements (Salesforce, Compass, other CS tools). Lead initiatives for automation, data hygiene and adoption to reduce manual effort and improve consistency.
Data & Insights: Define dashboard and reporting requirements; monitor and validate operational metrics; lead recurring reviews to surface trends, customer risk indicators, and opportunities to improve outcomes. Provide clear, actionable insights to leadership and practitioner audiences.
Program Cadence & Governance: Own weekly performance reviews, monthly audits and quarterly roadmap updates. Maintain roadmaps, RACI matrices, backlog prioritization and clear escalation paths.
Intake & Delivery Management: Serve as the central intake owner for operational requests; triage, prioritize and drive small-to-medium cross-functional initiatives to closure.
Stakeholder Influence & Change Management: Coach and influence CS leaders and practitioners to adopt consistent practices, act as a change agent to embed new ways of working, and ensure adoption is measured and sustained.
Measure Success: Define success metrics (e.g., reduced manual effort, improved data accuracy, adoption rates, practitioner satisfaction) and report program impact to stakeholders.