Sr. Customer Success Operations Manager

Monotype • Woburn, MA

2d • Hybrid

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 using CS systems, data, AI tools, and automation to solve business needs, possesses strong project management skills, technical aptitude, attention to detail, and a commitment to continuous learning to simplify work, 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

What This Job Offers

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