Customer Success Operations Manager

Nooks•San Francisco, CA

1d•$140,000 - $180,000

About The Position

The Customer Success Operations Manager is a senior individual contributor role responsible for defining, operating, and scaling the systems, insights, and processes that power Nooks’ Customer Success organization. This role serves as a strategic partner to CS leadership, with clear ownership over post-sales performance management, customer health, and operational execution. You will design how Customer Success runs — from metrics and forecasting to segmentation, tooling, and operating cadence — and ensure the CS org has the clarity, infrastructure, and insights needed to drive retention and expansion at scale. This role is ideal for someone with a strong CS Operations background who thrives in high-ownership environments and is comfortable shaping both strategy and execution. You will report to the Vice President of Revenue Operations and work closely with Customer Success, Support, Sales, and Product leaders. Please note: HubSpot Sales Hub and/or Service Hub experience is strongly preferred. Candidates with deep CRM administration experience and a demonstrated ability to quickly learn HubSpot will also be considered.

Requirements

4+ years of experience in Customer Success Operations, Revenue Operations with deep CS ownership, or management consulting with direct CS operating responsibility
Proven experience owning CS metrics, health scoring, renewals forecasting, and post-sales performance management
Hands-on experience with CS and SaaS technology stacks such as HubSpot, Gong forecasting, Pylon, Looker, and Gainsight, with strong expertise in HubSpot Sales and Service Hubs
Advanced ability to build and maintain dashboards, reports, and data models that drive executive decision-making
Strong analytical judgment with the ability to move beyond reporting into insight, prioritization, and recommendation
Demonstrated success designing scalable CS processes and operating models in high-growth SaaS environments
Strong project ownership skills with the ability to independently drive complex, cross-functional initiatives
Comfort operating with ambiguity and shaping structure where none exists
Builder mindset with a bias toward action and measurable impact
Deep empathy for customer-facing teams and a strong investment in their success

Responsibilities

Define and own the core metrics, KPIs, and performance frameworks that govern Customer Success and Support, including forecasting, retention, expansion, and customer health
Design and maintain CS dashboards and reporting that translate data into clear, actionable insights for CS leadership
Own customer health scoring logic and segmentation models across high, medium, and low-touch customer segments
Proactively surface trends, risks, and opportunities, influencing leadership decisions through data-backed recommendations
Ensure accuracy, consistency, and trust in CS data across all systems of record
Own the CS operating cadence, including forecasting rhythms, performance tracking, and planning cycles
Execute day-to-day CS operations tasks that keep the business running (e.g., account assignments, weekly reporting, special projects, etc.)
Design, document, and continuously improve CS processes such as book of business structure, capacity modeling, renewals workflow, and escalation paths
Partner with CS and Support leadership to evolve the post-sales operating model as the business scales
Drive cross-functional alignment with Sales, Product, and Marketing to improve customer experience and post-sales execution
Own the CS technology stack end-to-end, from requirements gathering through configuration, rollout, and ongoing optimization
Design and implement workflows, automations, and customer lifecycle journeys within HubSpot and adjacent CS tools
Help to build and scale digital success programs across customer segments
Evaluate tooling gaps and implement best practices, standardization, and automation to improve CS efficiency and effectiveness