Customer Success Operations Manager

Wattch • Atlanta, GA

1d • Hybrid

About The Position

Wattch is hiring a Customer Success Operations Manager to partner with the Head of Customer Success and build and operate the systems that enable a consistent, high-quality customer experience at scale. The role owns the digital and scaled Customer Success motion, including mapping the customer journey, standardizing communications, and developing playbooks, automations, training, and self-service resources that help customers get value from Wattch without requiring one-to-one support for every question.

Reporting to the Head of Customer Success, this position combines operational rigor with a customer-first mindset. The manager will own Customer Success systems and tooling; design customer health scores and survey programs; run voice-of-the-customer and customer advocacy programs; and work with support, technical project management, product, operations, and sales to turn customer insight into action. The role supports a growing portfolio across thousands of solar and storage sites.

The ideal candidate is a systems thinker who enjoys building repeatable processes, communicates and writes exceptionally well, and is motivated by Wattch’s mission to accelerate renewable energy adoption. The position is based in Atlanta or requires willingness to relocate to Atlanta. The work arrangement is in-office three days per week, with remote work on Tuesdays and Thursdays.

Requirements

• At least 6 years of customer success experience in B2B SaaS, including at least 3 years in digital or scaled Customer Success, Customer Success Operations, or a similar role.
• Proven experience building scaled Customer Success programs, such as journey maps, playbooks, lifecycle communications, and self-service resources, that measurably improved retention, adoption, or team efficiency.
• Hands-on experience administering Customer Success and support tools such as HubSpot, Pylon, and Gainsight, ChurnZero, or Vitally, as well as digital adoption platforms such as Userpilot, Pendo, or WalkMe.
• Experience designing and running NPS, CSAT, and product survey programs and turning results into action.
• Experience building customer health scores and reporting dashboards, and comfort working with data in spreadsheets and BI tools.
• Strong understanding of workflow automation, such as HubSpot workflows or Zapier, and practical experience applying AI tools to Customer Success.
• Exceptional written communication skills and ability to create clear documentation, training content, and customer communications for technical and non-technical audiences.
• Strong organizational skills, attention to detail, and comfort owning multiple projects at once.
• Based in Atlanta or willing to relocate to Atlanta.

Nice To Haves

• Experience with distributed, hardware-integrated SaaS products.
• Experience creating video training content and hosting customer webinars.
• Experience with SQL and BI tools such as Metabase.
• Familiarity or experience with renewable energy systems, such as solar and storage.
• Interest in the potential of a distributed, renewable grid.
• Experience working in a high-growth SaaS startup environment.

Responsibilities

• Map the end-to-end customer journey from onboarding and commissioning through renewal, identifying friction and designing processes, workflows, and automations to address it.
• Build and maintain Customer Success documentation, templates, and playbooks for onboarding, adoption, escalation, at-risk customers, and renewals.
• Design, launch, and analyze NPS, CSAT, and product feedback surveys; close the loop with customers and share insights across the company.
• Build customer training and self-service resources, including in-app guides and onboarding flows in Userpilot, Loom walkthroughs, help center content, and recurring customer webinars.
• Run the voice-of-the-customer program by capturing, categorizing, and tracking customer feedback and feature requests.
• Build and grow the customer advocacy program, identifying customer champions for case studies, testimonials, references, reviews, and speaking opportunities.
• Own Customer Success systems and tooling, including HubSpot, Pylon, Airtable, Notion, and Metabase; administer systems, integrations, and data hygiene, and evaluate and implement AI tools.
• Design and maintain customer health scores using product usage, support, survey, and commercial data, with dashboards and alerts that identify risk and expansion opportunities.
• Plan and execute scaled customer communications, including lifecycle emails, product release notes, newsletters, and maintenance and outage notifications.
• Track and report Customer Success KPIs, including retention, adoption, NPS/CSAT, ticket trends, and self-service deflection, for the Head of Customer Success and leadership team.

Benefits

• Unlimited PTO.
• 11 paid federal holidays and office closure during the last week of the year.
• Comprehensive group health insurance.
• Incentive Stock Options (ISO).
• Office on the Eastside Beltline in Atlanta; in-office three days per week and work from home Tuesdays and Thursdays.
• Small, highly collaborative team with direct access to founders and growth opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed