Senior Customer Success Operations Manager

MagicSchool AI

4d•Remote

About The Position

We're looking for a Senior Customer Success Operations Manager who can own and scale the analytical, planning, and systems infrastructure that our CS organization runs on - and who drives measurable improvements in retention visibility, leadership decision-making, and cross-functional execution. You will be the analytical backbone of our CS team: a person leaders turn to when they need a number explained, a planning cycle run, or a program landed.

Requirements

Deep hands-on experience building and maintaining workflows, custom objects, and automations in Salesforce — ideally with an admin certification.
Proficiency in SQL and/or BI tools (e.g., Looker, Tableau, Sigma) to build reliable reporting and translate raw data into clear, actionable insights.
Experience owning planning cycles — capacity modeling, headcount, OKRs — with a structured, data-driven approach that creates clarity and alignment.
Ability to manage complex, cross-functional projects across CS, Sales, Product, Support, and external partners - navigating competing priorities and organizational dynamics to drive clear accountability and follow-through.
You earn trust across teams — CS, Sales, Product, Support, and external partners — and can align stakeholders around a shared plan without relying on authority. Critically, you're comfortable pushing back on decisions that aren't right for customers, even when the pressure to go along is coming from above.
You translate operational complexity into clear, concise narratives for both IC and executive audiences, written and verbal.
You drive projects forward with minimal direction, proactively identify what needs to be done, and follow through reliably.
3 - 5 years of experience in Customer Success Operations, Revenue Operations, or a related field at a SaaS company.
Proven track record of owning and improving CRM systems, with demonstrated impact on data quality, workflow efficiency, or team adoption.
Proven track record of leading cross-functional planning cycles - such as capacity modeling, headcount planning, or OKR setting - with measurable outcomes.
Proven track record of building reporting infrastructure and using data analysis to influence strategic decisions at the leadership level.

Nice To Haves

Experience working in EdTech or directly in K12 education.
Experience as a solo or near-solo ops function at a high-growth company - where you owned the full surface area (systems, data, planning, and programs) and had no choice but to earn trust at every level to get things done.

Responsibilities

Own and administer our CS tech stack, including Salesforce CRM, ensuring data integrity, workflow automation, and tool adoption so that CS teams spend less time on manual work and more time with customers.
Own the design and execution of complex, cross-functional systems projects - including our self-serve renewal platform for digital partners - balancing technical requirements (Salesforce integration, API logic, contract automation) with the strategic judgment to push back when a proposed approach isn't right for the customer experience.
Build and maintain reporting infrastructure that gives CS leaders real-time visibility into retention, expansion, and team performance - then analyze that data to drive operational decisions like hiring and quota-setting.
Define and manage programs spanning CS, Sales, Product, and Support, driving alignment and accountability so that company-wide initiatives translate into clear action for the CS org.