Manager, Customer Success Enablement (Planhat)

Quorum Software•Houston, TX

6d•Hybrid

About The Position

The Customer Success Operations Manager is responsible for driving operational excellence, process scalability, and data-driven decision-making across the Customer Success organization. This role will lead the deployment, configuration, and ongoing management of the company’s Customer Success Platform (CSP) to ensure seamless integration with CRM and analytics systems, enabling visibility, automation, and impact across the customer lifecycle.

Requirements

7+ years in Customer Success Operations, RevOps, or related SaaS operations role.
Proven experience deploying or managing a CSP such as Gainsight, Totango, Catalyst, Planhat, or ChurnZero.
Strong understanding of SaaS retention metrics, customer journey design, and digital success strategies.
Advanced Excel and Salesforce skills; experience with BI tools preferred (e.g., Tableau, Looker, Power BI).
Excellent communication and stakeholder management skills.
Strategic, analytical, and execution-oriented mindset with the ability to operate in a fast-paced environment.

Nice To Haves

Private equity or high-growth SaaS environment.
Exposure to renewals forecasting, customer health modeling, and AI-driven success automation.
Prior experience developing CSP data architectures and reporting frameworks.

Responsibilities

Platform Ownership and Enablement: Lead the design, deployment, and administration of the Customer Success Platform (CSP), ensuring alignment with customer journey stages, segmentation models, and success workflows.
Partner with IT, RevOps, and Customer Success leadership to integrate CSP with Salesforce (or other CRM), product usage data, billing systems, and support tools.
Manage data hygiene, user access, governance, and reporting across the CSP environment.
Establish standardized playbooks, triggers, and automation to drive proactive engagement and renewals forecasting.
Lead vendor relationship management, including platform roadmap reviews, release testing, and enhancement prioritization.
Data, Insights, and Forecasting: Define and maintain core Success metrics (GRR, NRR, adoption, health scores, renewals, and churn analysis).
Build and maintain dashboards that provide real-time visibility into customer health and portfolio risk.
Partner with Finance and Sales Operations to align forecast accuracy and renewal performance tracking.
Support quarterly business reviews and board reporting through analysis of retention trends and expansion opportunities.
Process Design and Optimization: Map and optimize key Success processes including onboarding, health scoring, escalation management, and renewals workflows.
Implement scalable digital touch models leveraging CSP automation and in-app engagement.
Drive continuous improvement through data analysis, stakeholder feedback, and emerging best practices.
Cross-Functional Collaboration: Partner with Marketing, Product, and Support teams to close the loop on customer feedback, product adoption, and sentiment insights.
Serve as a key liaison to IT and RevOps for systems alignment and data quality.
Support leadership in capacity planning, segmentation, and headcount modeling.
And other duties as assigned.