Customer Success Operations Manager
About The Position
The Customer Success Operations Manager builds repeatable processes, tooling, reporting, and operating practices to support the Customer Success team as the customer base grows. The role owns the Customer Success technology stack, including HubSpot, Gong, and Custify, and develops health scoring, workflow automation, data hygiene, and playbooks for onboarding, adoption, renewals, and escalations. The manager also introduces and evaluates AI-enabled workflows to reduce manual work and identify customer risks earlier. The role maintains KPI frameworks and dashboards for retention, renewals, expansion, and customer health; leads recurring business reviews and forecasting; and translates cross-system data into risks, trends, and recommendations for Customer Success leadership and executives. It facilitates annual NPS surveys and action plans, analyzes drivers of churn and expansion, owns customer segmentation, and supports capacity planning. The manager establishes operating cadences, planning, and capacity models, partners with Sales, Product, Finance, and Support, and leads cross-functional initiatives from scoping through delivery without direct authority. Success means trusted health and risk models, consistent renewal and escalation processes, dependable self-service executive reporting, earlier visibility into risks and bottlenecks, and measurable reductions in manual Customer Success work through automation and AI.
Requirements
- At least 5 years of experience in Customer Success Operations, Revenue Operations, Strategy & Operations, or a related function.
- Hands-on experience with HubSpot and a customer success platform such as Custify or a similar platform.
- A record of building playbooks, operating cadences, and reporting that teams use.
- Strong analytical skills, including the ability to turn data from several systems into a clear point of view.
- Excellent written and verbal communication skills, including communication with senior leaders.
- Proven ability to lead cross-functional work and influence without direct authority.
- Comfort working in a fast-moving environment while building structure and maintaining momentum.
Nice To Haves
- Experience in B2B SaaS or enterprise software.
- Experience deploying AI tools in Customer Success or revenue workflows.
- Prior experience building a Customer Success operations function from scratch or leading it through early scale.
Responsibilities
- Own the Customer Success technology stack, including HubSpot, Gong, and Custify, and manage health scoring, workflow automation, and data hygiene.
- Design and document playbooks for onboarding, adoption, renewal, and escalation.
- Introduce and evaluate AI-enabled workflows that reduce manual Customer Success effort and surface risk earlier.
- Facilitate and co-own the renewal forecast alongside Customer Success leadership.
- Build and maintain KPI frameworks and dashboards for retention, renewals, expansion, and customer health.
- Run recurring business reviews and forecasting, translating data into risks, trends, and recommendations for Customer Success leadership and executives.
- Facilitate annual NPS surveys and develop action plans based on results.
- Analyze cross-system data to identify drivers of churn and expansion and recommend where to act.
- Own customer segmentation and assist with capacity planning.
- Establish operating cadences, planning, and capacity models to make team work predictable as the customer base grows.
- Partner with Sales, Product, Finance, and Support to align on handoffs, renewal forecasts, and customer feedback.
- Lead initiatives from scoping through delivery without direct authority, tracking progress and measuring results.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
