Customer Success Strategy & Operations Manager

Everpure•Santa Clara, CA

5h•Onsite

About The Position

As the Customer Success Strategy & Operations Manager, you will bridge the gap between high-level vision and operational reality. You will lead high-stakes, cross-functional initiatives that scale the Everpure Platform and redefine how value is delivered to global customers. By partnering directly with leadership, you will transform ambiguity into actionable frameworks, ensuring critical priorities achieve measurable business impact.

Requirements

Experience: 7+ years experience in program management, business operations, or strategy—ideally in Customer Success or SaaS
Track Record: Leading complex, cross-functional initiatives from idea to measurable impact
Strategic Program Leadership: Proven expertise in leading large-scale, cross-functional business initiatives within a SaaS or high-growth technology environment, with a focus on turning complex problems into structured solutions.
Operational & Change Management Expertise: Strong foundation in program management methodologies and change management principles (such as PROSCI) used to drive the adoption of new operating models or organizational behaviors.
Executive Influence & Communication: Exceptional ability to synthesize complex data into clear recommendations for senior leaders, facilitating alignment across diverse global stakeholders.
Adaptability in Ambiguity: A results-driven mindset with the ability to build frameworks from scratch and manage multiple competing priorities in a fast-paced, evolving landscape.

Responsibilities

Drive Strategic Execution: Partner with Customer Success leadership to translate annual priorities into executable roadmaps, ensuring organizational alignment and the delivery of key business outcomes.
Lead Complex Initiatives: Own and drive high-impact, cross-functional initiatives—from initial scoping to global adoption—focused on scaling operations and enhancing the customer lifecycle across the Everpure ecosystem.
Architect Business Rhythms: Design and manage the operational "heartbeat" of the organization, including QBRs and planning cycles, to facilitate data-driven decision-making and executive transparency.
Scale Operational Excellence: Identify friction points in current workflows and introduce scalable processes, tools, and change management frameworks that increase team velocity without adding unnecessary overhead.
Influence Cross-Functional Outcomes: Act as the primary connective tissue between Customer Success, Product, and Sales to drive shared KPIs and ensure a unified experience for our customers.