Sr. Customer Success Operations Manager
About The Position
Monotype is seeking a Sr. Customer Success Operations Manager to join their Global Customer Success Operations & Insights team. This role is crucial for building, delivering, and optimizing the systems, processes, workflows, AI-enabled automations, and insights that support the global Customer Success organization. The position requires a hands-on builder and cross-functional partner who can own projects from start to finish and drive scalable efficiency. The ideal candidate is passionate about understanding business needs and solving them using a combination of CS systems, data, AI tools, and automation. They should possess strong project management skills, technical aptitude, attention to detail, and a commitment to continuous learning, with practical experience in using technology to improve productivity and enhance the customer journey.
Requirements
- 5+ years of experience in a Customer Success Operations role, ideally within a B2B SaaS environment with multiple customer segments requiring customer journey variations.
- Strong communication and stakeholder management skills.
- Proven track record in owning and delivering operational projects end-to-end.
- Proven experience designing or implementing AI-enabled workflows, automation, or productivity systems within Customer Success, Revenue Operations, Sales Operations, or SaaS operations.
- Hands-on experience using AI, automation, CRM/CS platforms, BI/reporting tools, or workflow systems to improve productivity, data quality, customer insights, and operational scalability.
- Hands-on experience with CS & Sales tools such as ChurnZero, Salesforce, and related automation or integration capabilities.
- Exceptional problem-solving, project management, and organizational skills with excellent attention to detail.
- Solid working knowledge of SaaS business models, CS workflows, and CS success metrics and KPIs such as NPS, CES, GRR, NRR, and CLTV.
- Experience with creating Standard Operating Procedures (SOPs).
- Self-starter, proactive, and confident working independently in a fast-paced environment.
- Technical aptitude with the ability to learn new technologies quickly.
- Comfortable working across global, cross-functional teams and influencing without authority.
Nice To Haves
- Experience using SQL, PowerBI, Syncari, AI-assisted productivity tools, and/or workflow automation platforms is preferred.
Responsibilities
- Own the end-to-end delivery of CS Ops projects, from intake and prioritization to rollout, enablement, and measurement.
- Manage Customer Success Operations service requests, including triaging, handling feature improvements, and ensuring timely resolutions.
- Support and optimize key CS tools, specifically ChurnZero, in cooperation with other departmental operations teams.
- Partner closely with CS leadership and Customer Marketing to translate business requirements into scalable processes, tools, and insights.
- Support the wider CS organization in creating and deploying dashboards, workflows, and playbooks to deliver customer value.
- Collaborate with internal Data, Marketing, and Sales Enablement teams to ensure alignment on systems, integrations, and vendor management.
- Develop and maintain reporting to support data-driven decisions across the CS organization.
- Act as a trusted partner and advisor to CS colleagues, CS leadership, and cross-functional teams, enabling efficiency and growth.
- Champion operational excellence by identifying opportunities for automation, consistency, and simplification, including practical AI use cases.
- Design and implement scalable AI-enabled workflows and automations across CS tools, dashboards, playbooks, request intake, reporting, and customer health processes.
- Define success metrics for automation and AI initiatives, such as reduced manual effort, faster resolution times, improved adoption insights, and better operational quality.
Benefits
- Hybrid work arrangements
- Competitive paid time off programs
- Comprehensive commercial medical insurance coverage
- Competitive compensation with corporate bonus program & uncapped commission for quota-carrying Sales
- Reward & Recognition Programs (including President's Club for all functions)
- Professional onboarding program, including robust targeted training for Sales function
- Development and advancement opportunities (high internal mobility across organization)
- Retirement planning options
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
