Senior Customer Success Operations Manager

CompanyCam

8d • $123,000 - $143,000 • Remote

About The Position

We’re looking for a Senior Customer Success Operations Manager to lead the strategy, systems, and operational processes that power customer retention and expansion. In this role, you’ll design and optimize the frameworks that support onboarding, product adoption, renewal, and growth across the customer lifecycle.
You’ll partner closely with Customer Success leadership as well as teams across Sales, Product, Finance, and Revenue Operations to ensure alignment on lifecycle processes, customer health metrics, and execution standards. This role plays a key part in enabling a high-performing Customer Success organization through scalable systems, data-driven insights, and operational excellence.
With an AI-forward mindset, you’ll leverage automation and predictive insights to proactively manage churn risk, improve customer outcomes, and expand the capacity of the Customer Success team in a high-growth SaaS environment.
Location: This is a remote position. You must live and work permanently in the U.S. to be considered.

Requirements

• 5–7 years of experience in Customer Success Operations, Revenue Operations, Sales Operations, or similar roles within a B2B SaaS or high-growth technology company
• Strong experience designing and optimizing customer lifecycle processes in subscription-based businesses
• Hands-on expertise with Salesforce and Customer Success platforms such as Gainsight, ChurnZero, Totango, Catalyst, or similar tools
• Experience implementing automation, workflow optimization, and scalable operational frameworks
• Strong analytical skills with the ability to define KPIs, build dashboards, and translate data into strategic insights
• Experience partnering cross-functionally with Customer Success, Sales, Product, Finance, and RevOps teams
• Proven ability to lead complex operational initiatives from concept through execution
• Bachelor’s degree in Business, Finance, Analytics, or related field
• A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving.

Nice To Haves

• A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems.

Responsibilities

• Own and optimize the Customer Success technology ecosystem, ensuring systems are integrated, scalable, and aligned with lifecycle processes
• Administer and enhance CRM and Customer Success platforms while maintaining strong data governance and process integrity
• Design and implement automation that improves efficiency, reduces manual work, and enhances the customer experience
• Define and operationalize lifecycle workflows across onboarding, adoption, customer health monitoring, renewal, and expansion
• Partner with Customer Success leadership to translate strategy into scalable operational frameworks and playbooks
• Implement predictive customer health scoring and risk detection models using behavioral, engagement, and product usage data
• Develop reporting frameworks and dashboards that provide visibility into key metrics such as GRR, NRR, churn risk, product adoption, and time-to-value
• Deliver insights that inform renewal forecasting, expansion strategy, and resource allocation decisions
• Align cross-functional processes and SLAs with Sales, Product, Support, and Finance to ensure seamless customer handoffs
• Lead cross-functional projects that improve lifecycle execution, remove operational bottlenecks, and scale Customer Success processes
• Evaluate and implement new tools, automation, and AI-driven capabilities that enhance customer lifecycle management
• Establish governance, documentation, and best practices that support long-term operational scalability

Benefits

• This is a salaried position at CompanyCam. Our starting salary range is $123,000-$143,000 per year and is based on experience. We also offer meaningful equity and other benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level