Senior Manager, Customer Success Operations

Bazaarvoice • New York, NY

2d

About The Position

The Senior Manager, Customer Success Operations leads a small, high-impact team that includes a CS Analyst and a Gainsight Administrator. The role sets direction for how Customer Success measures performance, uses data, and operates day to day, connecting CS strategy, data, and systems to turn customer signals into priorities and repeatable programs for CSMs and leaders.

The position owns the CS metrics framework and the strategy and governance of the CS technology stack. It helps evolve Customer Success for an AI-driven commerce landscape by identifying, designing, and measuring agentic and AI-assisted workflows with appropriate guardrails. The role partners closely with Customer Success leadership, Sales, Finance, and Revenue Operations to improve retention, expansion, customer experience, forecasting, and customer-facing operations.

Requirements

• 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.
• 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.
• Working experience with Gong and Staircase AI, or similar conversation and relationship intelligence tools.
• Strong analytical skills and a proven record of measuring and benchmarking CS metrics such as 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 Revenue Operations.

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, including a CS Analyst and a Gainsight Administrator; set goals, provide feedback, and manage priorities and intake.
• 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 turn trends into recommendations for resourcing, coverage, and customer engagement strategy.
• Own the strategy and governance of the CS tech stack, including Gainsight, Staircase AI, Salesforce, and Gong, while ensuring clean, trusted, and well-documented data flows.
• Turn customer signals from conversation insights, relationship and sentiment data, 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.
• Partner with CS and Sales leadership on forecast inputs, risk reviews, CSM capacity, book-of-business design, segmentation, renewal rigor, and coverage optimization.
• Establish repeatable processes, playbooks, and CSM enablement for escalations, QBRs, and renewal motions.
• Synthesize customer feedback and behavioral trends into insights for Customer Success, Sales, and Product.

What This Job Offers

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