Principal Operations Manager, Customer Success

EvenUp

8d•Hybrid

About The Position

EvenUp is seeking a Principal Operations Manager, Customer Success to scale the operational engine behind its Customer Success organization. This role involves partnering with CS leadership and the Revenue Operations team to design systems, processes, and insights that support and grow customers. It is a cross-functional role focused on improving customer outcome tracking, CS workflows, and surfacing insights for better decision-making. Responsibilities include building dashboards, refining metrics, and launching initiatives to improve retention and expansion, ultimately helping the Customer Success team deliver exceptional results at scale.

Requirements

10-12 years of experience in Customer Success Operations, Revenue Operations, Sales Operations, or a related operational role in a high-growth SaaS environment.
Strong analytical skills, with hands-on experience building dashboards, reporting, and data models that inform business decisions.
SQL proficiency is required.
Proven ability to lead cross-functional initiatives and drive operational improvements in a fast-paced environment.
A systems-oriented, problem-solving mindset with strong communication skills and the ability to translate data into actionable insights for business stakeholders.
Demonstrated “get it done” mentality: you can independently push through challenges, take ownership of projects, and ensure deliverables are completed efficiently without needing constant guidance.
Hands-on experience with CRM and operational tools such as Salesforce, BI platforms, and customer success systems (e.g., Gainsight, Vitally, or similar).

Responsibilities

Partner closely with Customer Success leadership to build and scale operational processes that support onboarding, retention, renewals, and customer growth.
Develop and maintain reporting, dashboards, and performance metrics that provide visibility into key customer success KPIs such as retention, expansion, customer health, and adoption.
Lead cross-functional initiatives that improve the post-sales customer journey, collaborating with teams across Revenue Operations, Sales, Product, Finance, and Data.
Own and optimize the Customer Success technology stack, ensuring strong data integrity and effective workflows across systems such as Salesforce, customer success platforms, and BI tools.
Write and analyze SQL queries to extract, validate, and model data that drives business decisions and operational improvements.
Drive initiatives forward with a founder mentality: take ownership, push projects to completion, proactively solve problems, and make decisions with minimal instruction.
Identify opportunities to improve operational efficiency through automation, process improvements, and new tooling that enables the Customer Success organization to scale.