Customer Success Operations Manager

Vasion•Lehi, UT

About The Position

Vasion is seeking a Customer Success Operations Manager who embodies our core values and is eager to join our dynamic team. We are dedicated to enabling digital transformation for everyone by providing an affordable, integrated SaaS solution that simplifies business operations. Vasion offers a flexible working environment for our 400+ employees around the globe, including at our headquarters in St. George, Utah, and offices in the UK, Germany, and Lehi, Utah. Role Overview The ideal candidate will be the operational backbone of our CS organization. As an individual contributor embedded within the CS team, you'll own the systems, data, and processes that enable our Customer Success Managers to deliver exceptional experiences at scale. You'll work cross-functionally with Product Management, Marketing, Sales, Channel, Business Operations, and Enablement to ensure our CS motion is efficient, measurable, and repeatable.

Requirements

3–5 years of experience in Customer Success Operations or a closely related field at a B2B SaaS company
Hands-on experience administering a CS platform (Gainsight, Client Success, ChurnZero, Totango, etc.) and Salesforce
Strong analytical skills with proficiency in Excel/Google Sheets
Proven ability to design and document processes and playbooks that non-operational teams can actually follow
Comfortable working with ambiguity and building structure where little exists
Excellent communication skills — you can translate complex data into clear narratives for non-technical stakeholders
Detail-oriented and highly organized, with the ability to manage multiple projects simultaneously

Nice To Haves

Familiarity with customer health scoring methodologies
Background in customer success or account management prior to moving into operations

Responsibilities

Own the administration, configuration, and optimization of our CS platform.
Evaluate, implement, and integrate new tools that improve team productivity and customer visibility
Serve as the internal subject-matter expert for CS technology, providing training and support to the broader team
Partner with Business Operations to ensure clean data flows across the CRM and CS tech stack
Collaborate with the Business Intelligence team to build and maintain dashboards and reports that surface key CS metrics — NRR, health scores, engagement trends, and more
Translate data into actionable insights for CS leadership to inform strategy and resource allocation
Establish a consistent data governance framework to ensure accuracy and reliability across CS reporting
Conduct ad hoc analyses to investigate churn drivers, expansion patterns, and customer behavior
Collaboration with GTM Compensation team on plan design and execution
Design, document, and iterate on scalable onboarding programs and customer journey playbooks
Collaborate with CS Managers to identify gaps in the customer experience and build operational solutions
Develop and maintain a CS playbook library covering key moments: onboarding, QBRs, escalations, expansions, and renewals
Partner with Enablement or L&D to ensure playbooks are adopted and consistently executed by the team
Build and maintain a renewals forecasting model that gives leadership clear visibility into upcoming renewals and risk
Develop early-warning systems using health score data, usage signals, and engagement trends to flag at-risk accounts
Support the renewals process operationally — tracking renewal timelines, coordinating with Finance and Legal as needed, and ensuring no renewal falls through the cracks
Produce regular churn analysis reports to identify systemic risk factors and inform proactive retention strategies

Benefits

Flexible work environment
Vacation Bonus
Flexible paid time off
Paid parental leave
Competitive pay
A full suite of traditional benefits
Training/Advancement opportunities
401k with company match and immediate vesting
Financial wellness education
Company-contributed HSA
Onsite perks include gym, pickleball, snacks & drinks, arcade, theater room, etc.