Customer Success Operations Manager

NinjaOne-posted 4 days ago
Full-time • Manager
Hybrid • Austin, TX
1,001-5,000 employees
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As the Customer Success Operations Manager , you will be the architect of how our post-sales motions (onboarding, adoption, renewal, expansion) scale and operate with precision. You will design and maintain the process es , data, tools, and governance that allow our Customer Success team to focus on driving outcomes, not firefighting workflows. You’ll partner across Sales, CS, Systems, and Analytics to define end-to-end lifecycle stages, handoffs, health metrics, and operational rhythm. Location - Hybrid in Austin, TX (In the office 3-4 days per week Monday, Tuesday, & Thursday)

  • Design, document, and maintain global Customer Success operational processes: onboarding, adoption, renewal, expansion, and churn prevention
  • Define handoff frameworks between Sales → CS; ensure each motion has clearly defined stage criteria, ownership, and SLA
  • Partner with Sales Ops leads to embed processes into Salesforce and the broader Sales tech stack; collaborate with Systems to enable the workflow
  • Work with Analytics CoE and CS leadership to define, track, and report on key success metrics: e.g., Net Dollar Retention (NDR), Gross Retention Rate (GRR), Expansion ARR, Time-to-Value (TTV), Health Score adoption
  • Evaluate tooling and data flows for Customer Success (CS platform, Salesforce, usage/health tools); drive improvements, integrations, and reporting enhancements
  • Provide enablement, training, and documentation for CS operations: playbooks, handbooks , shared resources that scale globally
  • Identify operational bottlenecks, data quality issues, and friction points in CS workflows; propose and execute continuous improvement initiatives
  • Serve as a cross-functional liaison between CS, Sales, Systems, Analytics, and Product to drive strategic initiatives (e.g., adoption programs, risk-flag workflows, renewal/upsell campaigns)
  • Other duties as needed
  • 3+ years in Customer Success Operations, Customer Success business process, or equivalent in a SaaS environment. Preferably covering renewal/expansion and/or CS tooling.
  • Strong process design and operational execution skills: you’ve taken ambiguous customer-lifecycle challenges and built scalable processes around them.
  • Comfortable with data, dashboards, health scoring, and metrics — you can partner with analytics teams to translate outcome into actionable insights.
  • Experience working with SaaS tools/platforms used in CS operations (e.g., Gainsight, Totango /Catalyst, Planhat or similar), and deep comfortability with Salesforce CRM handoff and lifecycle workflows.
  • Excellent communication and cross-functional collaboration skills — you’ll work across Sales, product, and systems teams globally.
  • Problem-solver mindset and drive for operational excellence: you anticipate what’s broken before it breaks and put preventive systems in place.
  • Bonus: experience in a global organization (Americas + EMEA) with process standardization across region-segments
  • We are a collaborative, kind, and curious community.
  • We honor your flexibility needs with full-time work that is hybrid remote.
  • We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
  • We help you prepare for your financial future with our 401(k) plan.
  • We prioritize your work-life balance with our unlimited PTO.
  • We reward your work with opportunity for growth and advancement.
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