Senior Manager, Customer Success Operations
About The Position
The Senior Manager, Customer Success Operations leads a small, high-impact team that includes a CS Analyst and a Gainsight Administrator, and sets the direction for how Customer Success measures performance, uses data, and operates day to day. The role sits at the intersection of CS strategy, data, and systems, translating customer signals into priorities and repeatable programs for CSMs and leaders. Success includes trusted CS metrics and benchmarks, a connected and well-governed CS technology stack, and automated and agent-assisted workflows that give CSMs more time with customers. As Bazaarvoice evolves its approach to serving customers in an AI-driven commerce landscape, this role helps shape the evolution of Customer Success operations. It identifies routine work that agentic workflows can handle, designs workflows with appropriate guardrails, and measures their impact on retention, expansion, and customer experience. The role partners closely with Customer Success leadership, Sales, Finance, and Revenue Operations.
Requirements
- At least 5 years of professional experience in Customer Success, Customer Success Operations, or a closely related post-sale role, including at least 2 years in a CS or CS Ops function.
- At least 2 years of experience leading, managing, or formally mentoring others, such as analysts, administrators, or CSMs, with a track record of developing people.
- Strong working knowledge of Gainsight and hands-on Salesforce experience, plus working experience with Gong and Staircase AI or similar conversation and relationship intelligence tools.
- Strong analytical skills and a record of measuring and benchmarking CS metrics, including retention, churn, NRR/GRR, health, and adoption, and translating data into decisions.
- Experience with SaaS or subscription-based business models, ideally with enterprise customers.
- Ability to prioritize competing requests, communicate clearly with CSMs and executives, and collaborate across Sales, Support, Product, Finance, and RevOps.
Nice To Haves
- Prior experience as a CSM or CS leader, with firsthand understanding of the day-to-day customer motion.
- Experience designing, piloting, or scaling AI-assisted or agentic workflows in a CS or revenue organization.
- Experience building an Operations or Analytics team, managing a technical administrator, or leading change management and CS enablement.
- Strong SQL and BI skills, such as Snowflake, Tableau, or Looker.
- Experience in ecommerce, retail, marketing technology, or UGC/reviews platforms, or supporting a global CS team.
Responsibilities
- Lead, coach, and develop the CS Operations team, set goals, provide feedback, and manage priorities and intake to focus work on retention and growth.
- Own the CS metrics framework, including gross and net revenue retention, churn, customer health, adoption, time-to-value, and risk forecasting; establish benchmarks by segment and region and use trends to recommend resourcing, coverage, and customer engagement strategies.
- Own the strategy and governance of the CS technology stack, including Gainsight, Staircase AI, Salesforce, and Gong; ensure clean data flows and trusted, well-documented data.
- Translate customer signals from Gong, Staircase AI, product usage, and support activity into timely risk and opportunity alerts for CSMs.
- Identify, prioritize, and help implement agentic and AI-assisted workflows across the customer lifecycle, define success metrics, and establish human-in-the-loop guardrails.
- Support renewal and forecasting rigor and optimize coverage in partnership with CS and Sales leadership, including forecast inputs, risk reviews, CSM capacity, book-of-business design, and segmentation.
- Establish repeatable processes, playbooks, and enablement for CSMs across escalation, QBR, and renewal motions.
- Synthesize customer feedback and behavioral trends into insights for CS, Sales, and Product.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
