This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Sr. Customer Success Operations Manager in United States.
This role is a senior operational position focused on enhancing the efficiency, effectiveness, and scalability of a Customer Success organization. You will design, implement, and optimize processes, tools, and metrics to drive customer satisfaction, retention, and growth. Acting as a strategic partner to leadership, you will manage key initiatives and programs, provide actionable insights from data, and ensure the team has the resources needed to deliver results. The position requires a strong blend of operational rigor, project management expertise, and analytical capabilities, with cross-functional collaboration across sales, product, marketing, and revenue operations. You will lead strategic projects, refine processes, and support team enablement to drive measurable impact on customer success outcomes. This is a highly collaborative role in a fast-paced B2B SaaS environment, offering opportunities to influence organizational performance at scale.
Accountabilities:
- Develop and standardize Customer Success (CS) processes to ensure consistency, scalability, and operational excellence.
- Lead strategic initiatives and programs aimed at improving customer retention, satisfaction, and overall success using project management methodologies.
- Partner with Analytics to define, track, and report on KPIs that measure the effectiveness of CS efforts, providing recommendations to leadership.
- Maintain accurate documentation of CS operations, processes, and initiatives while contributing to broader organizational programs.
- Manage and analyze customer data to generate actionable insights that inform decision-making and strategy.
- Collaborate with Sales, Product, Marketing, and RevOps teams to ensure alignment on CS initiatives and resolve business challenges efficiently.
- Support training and enablement programs, equipping the CS team with tools, processes, and best practices to achieve goals.
Requirements:
- Bachelor’s degree in Business, Operations Management, or a related field.
- 3+ years of experience in Customer Success Operations or a similar role in a B2B SaaS environment.
- Proven experience managing sales or CS operating cadence, with proficiency in forecasting tools (e.g., Clari, Gong, Salesforce).
- Strong analytical and data-driven mindset, with experience in CRM systems and data visualization tools (e.g., Tableau).
- Demonstrated ability to lead strategic initiatives and drive operational improvements.
- Excellent problem-solving skills, attention to detail, and ability to translate data into actionable insights.
- Exceptional communication skills, able to work effectively in a fast-paced, cross-functional environment.
- Proactive and adaptable, with a track record of optimizing processes and identifying opportunities for improvement.
Benefits:
- Competitive base salary range: $106,847 – $156,709, with additional bonus/commission opportunities.
- Comprehensive health coverage, including medical, dental, and vision plans.
- Paid parental leave, generous paid time off, and quarterly self-care days.
- 401(k) employer matching program.
- Access to learning and development resources, including LinkedIn Learning and professional growth initiatives.
- Work-from-home support, including necessary equipment and ergonomic setup.
- Wellness programs and employee resource groups to support personal and professional growth.
- Stock options and other equity participation opportunities, depending on role and company policy.
