Customer Success Operations Manager

Cyera•New York, NY

5d•Remote

About The Position

Come join the company reinventing data security, empowering businesses to realize the full potential of their data. As the leading data security platform purpose-built for the cloud era, Cyera’s mission is to reinvent how businesses secure data, enable agile collaboration, and boldly pursue new business opportunities. Trusted by security teams at leading global businesses, our team is proving that data security is the next big thing in cyber. Backed by the world’s leading investors and working with a large and growing list of Fortune 1000 companies, we are looking for world-class talent to join us as we usher in the new era of data security. We’re looking for a highly skilled and detail-oriented Manager, Customer Success Operations to help scale the systems, processes, and analytics that power Cyera’s Customer Success organization. This is a hands-on operational role focused on building repeatable processes, improving data quality, developing insights, and enabling our Customer Success Engineers and Account Managers to deliver exceptional experiences. You’ll work cross-functionally with Renewals, Sales, Support, Product, and Engineering to support a smooth customer journey and ensure the right data, workflows, and visibility are in place. While renewals are owned by a dedicated team, you’ll play a key supporting role in improving reporting, handoffs, and risk identification related to the renewal motion.

Requirements

8-10 years of experience in Customer Success, CS Operations, Sales Operations, RevOps, or a related role in a SaaS fast-paced environment.
Strong analytical skills with experience using BI tools (e.g., Tableau, Looker, Power BI).
Ability to independently build reports, dashboards, and structured insights.
Experience working with Salesforce and customer-facing tooling.
Strong project management and organizational skills with high attention to detail.
Proven ability to collaborate cross-functionally and communicate clearly with technical and non-technical stakeholders.
Comfortable operating in a fast-paced, rapidly evolving environment.
Strong problem-solving skills and a bias for action.
Excellent verbal and written communication skills.
Ability to document processes and drive adoption of new workflows.

Responsibilities

Support the development and maintenance of core CS processes across customer onboarding, adoption, support, training, and ongoing engagement.
Document and refine SOPs, workflows, and internal playbooks to ensure consistency and operational rigor.
Identify inefficiencies and propose process improvements to streamline CS team execution.
Partner with cross-functional teams to reduce manual work, eliminate friction, and improve customer experience.
Build and maintain dashboards and reports that provide visibility into customer health, usage, adoption, and retention indicators.
Ensure data quality and accuracy across CS tools, systems, and reports.
Track operational performance and surface trends and risks to CS leadership.
Support forecasting and planning efforts with structured, data-driven insights.
Assist in the evolution of customer health scoring to reflect usage, value realization, and engagement.
Help identify at-risk customers early by monitoring signal-based indicators.
Collaborate with CS leadership on escalation processes and risk-mitigation workflows.
Support the Renewals team by improving workflow consistency, data hygiene, and reporting accuracy.
Ensure high-quality handoffs between CS, Renewals, and Account Management.
Maintain documentation and process clarity for renewal-related activities.
Help onboard and train CS team members on processes, tools, and operational best practices.
Ensure CSEs and AMs have quick access to high-quality documentation.
Contribute to project management and execution of CS Ops initiatives.