Senior Customer Success Operations Manager

Seismic • ,

7d • $123,100 - $186,120

About The Position

This is an individual contributor role that owns planning, decision support, and program execution for the Customer Success organization. The role builds business cases, prioritizes high-impact initiatives, and delivers executive narratives and recommendations that shape investment in post-sale efforts. It partners closely with Revenue Operations leadership, Customer Success, and Finance across planning cycles for annual segmentation, coverage, and capacity decisions.

The position helps transform Customer Success from a reactive function into a proactive, strategic growth engine. It supports consistent customer value delivery at scale and influences retention and expansion outcomes. The role also leads cross-functional initiatives, designs customer segments and lifecycle journeys, defines performance insights, and drives adoption of programs, frameworks, and tools.

Requirements

• At least 8 years of experience in Customer Success operations, revenue operations, strategy, or a comparable analytical role within a B2B SaaS business.
• Demonstrated ownership of segmentation, coverage, or capacity planning work that shaped resourcing for a post-sale organization.
• Strong quantitative skills and fluency in retention, expansion, and adoption metrics, with the ability to build defensible business cases.
• Experience presenting recommendations to senior leadership and translating analysis into a clear executive narrative.
• Hands-on experience with Customer Success and CRM platforms such as Salesforce and Gainsight, and the reporting built on top of them.
• Proven ability to influence without authority across Sales, Marketing, Product, Support, and Professional Services.

Responsibilities

• Help evolve Customer Success strategy in alignment with company growth objectives.
• Translate company and go-to-market priorities into scalable post-sale motions.
• Drive annual planning, segmentation strategy, and capacity modeling for Customer Success.
• Design and refine customer segmentation based on customer FTE count and ARR.
• Design end-to-end customer lifecycle journeys from onboarding through renewal and expansion.
• Work with the CS Strategy team to identify opportunities to introduce or optimize digital, pooled, and high-touch engagement models.
• Partner with Sales and Customer Success to define ownership and plays across renewal and expansion.
• Identify leading indicators of churn and growth and operationalize them into proactive programs with the CS Strategy team.
• Support initiatives that increase product adoption and drive measurable customer outcomes.
• Work with the Senior Director, CS Operations and Senior Manager, CS Operations - Data to define and operationalize KPIs tied to retention, expansion, product adoption, and customer health.
• Build executive-ready insights and narratives for leadership decision-making, including Quarterly Business Reviews and Board presentations.
• Partner across Sales, Marketing, Product, Support, and Global Services to drive a unified customer strategy, seamless lifecycle transitions, and a consistent customer experience.
• Support go-to-market initiatives such as new product launches, pricing changes, and expansion strategies.
• Help align pre-sales promises with post-sales delivery.
• Lead high-impact cross-functional initiatives to improve customer outcomes and operational efficiency.
• Identify process gaps and recommend scalable solutions.
• Drive adoption of new programs, frameworks, and tools across Customer Success.
• Identify opportunities to leverage AI and automation to improve CSM productivity and efficiency.

Benefits

• Eligible to participate in incentive plans in addition to base salary; incentive amounts are subject to the applicable plan terms and conditions.
• Benefits and perks are available, with details varying by country.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed