Senior CPX Operations Manager, Customer Success
About The Position
The Senior CPX Operations Manager, Customer Success is an experienced core contributor who drives operational efficiency, workflow optimization, and technical execution across the Customer Success organization. The role manages standard-to-moderately complex projects, executes workflows, and supports day-to-day continuous improvement. The position improves CS processes and tools by removing repetitive tasks and streamlining work, maximizes the value of the technology stack, and partners with Business Technology to develop automation and AI-driven workflows. It gathers detailed business requirements from CS stakeholders and translates them into technical configurations using structured implementation methodologies. The role supports regional rollouts of global initiatives, encourages consistent workflows and data integrity, and collaborates with Business Technology, Product, Sales, and other teams to align tools and processes with company objectives. It also develops enablement materials and cultivates regional change champions to support adoption. The role designs and maintains systems for collecting, consolidating, and analyzing customer interaction data and CS performance metrics, and builds operational dashboards that help managers and individual contributors make informed decisions. Travel of up to 15% is required for team and corporate meetings. The job supports working from an office or remotely from any location within the employee’s country of employment, with reliable internet access required when working remotely.
Requirements
- At least 4 years of experience in Customer Success or Customer Experience operations, preferably in a SaaS environment.
- An undergraduate degree in a related field or equivalent practical experience.
- Willingness to travel up to 15% for team and corporate meetings.
- Reliable internet access when working remotely.
Nice To Haves
- Experience working in geographically dispersed teams.
- Experience leveraging technology, ideally Gainsight or similar, Salesforce, and Snowflake, to automate and enhance customer management.
- Experience re-engineering processes through automation and AI to drive efficiency and enable scale or growth in Customer Success teams.
- Experience gathering business requirements and implementing builds or changes through a structured methodology.
- Exceptional problem-solving, critical-thinking, and analytical skills.
- Strong verbal and written communication skills, including the ability to clearly translate business needs and data insights.
- Ability to interact effectively with business partners at varying organizational levels.
- Strong organization, project management, and time management skills, with attention to detail.
- Ability to synthesize data into consumable insights and deliver them to stakeholders.
- Personable, agile, adaptable, and flexible mindset.
Responsibilities
- Improve Customer Success processes and tools by removing repetitive tasks and streamlining workflows.
- Maximize the value of the technology stack and partner with Business Technology to build automation and AI-driven workflows.
- Gather detailed business requirements from Customer Success stakeholders and translate them into technical configurations using structured implementation methodologies.
- Support regional rollouts of global operational initiatives and help teams follow standardized processes and best practices.
- Drive local adoption of standard workflows to protect data accuracy and consistency across systems.
- Collaborate with Business Technology, Product, Sales, and other cross-functional teams to align Customer Success tools and workflows with company objectives.
- Develop and maintain playbooks, process documentation, and field communications to support operational initiative adoption.
- Identify and cultivate regional change champions to reinforce best practices, facilitate knowledge sharing, and drive consistent adoption.
- Design and maintain systems for collecting, consolidating, and analyzing customer interaction data and Customer Success performance metrics.
- Build operational dashboards that provide actionable insights to Customer Success managers and individual contributors.
- Travel up to 15% for team and corporate meetings.
Benefits
- Discretionary bonus typically paid annually.
- Restricted Stock Units granted at time of hire.
- 401(k) match.
- Comprehensive employee benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
