Manager, Customer Success Operations

The Post-Sales Revenue Operations Manager is a strategic partner to Customer Success and post-sale leadership, responsible for driving operational excellence and leading a high-performing team. This pivotal role is charged not only with maintaining but also aggressively scaling the Global Revenue Organization (GRO) by leveraging intelligent tooling, AI, and automation. Key to this mandate is ensuring the effectiveness of post-sale operations (Customer Success, Professional Services, and Partnership Implementations) and mentoring team members and peers on emerging best practices, intelligent tooling, and industry innovation in Customer Success Operations.

This role has a requirement of working in office 3 days per week, which may be subject to change based on team and business needs, as determined by the department leader. Please note that this requirement is subject to ongoing review and may be adjusted in the future.

What You'll Do:

• Strategic Leadership: Be a strategic partner to Sales, Product, Revenue, and CS leadership to advise and execute an operational roadmap that supports growth, retention, and customer success goals. This includes building an AI-informed operational roadmap — leveraging predictive analytics, AI-assisted forecasting, and intelligent automation to proactively surface risk and opportunity across the post-sales funnel.

• Team Leadership, Development and Mentorship: Build, guide, and mentor a high-performing team. Provide coaching and appropriately manage performance to foster professional growth and align team goals with GRO priorities.

• Process Optimization and Data Integrity: Develop, plan, execute, and evaluate the ROI of process improvements (e.g., churn forecasting, ARR governance) and collaborate with Business Systems to implement efficient solutions. Ensure data accuracy through quality checks and audits on CS platforms (e.g., Gainsight, RocketLane, Salesforce). This includes leveraging AI/ML capabilities within Gainsight (e.g., AI-driven health scores, churn risk signals), evaluating and deploying automation to reduce manual workflows, and using intelligent tooling to accelerate data quality and process execution.

• Cross-Functional Collaboration: Coordinate initiatives with RevOps, Marketing, Product, Finance, Leadership, and other stakeholders to improve operational alignment and data integrity.

• Policy Development & Compliance: Drive the creation and implementation of revenue recognition, churn, and M&A policies, ensuring compliance and alignment with RevOps and Legal.

• Continuous Improvement and AI Strategy: Stay updated on emerging industry best practices and recommend process enhancements to scale the GRO organization, with an explicit focus on evaluating AI-native and AI-augmented tooling. Build a strategic point of view on where AI creates maximum leverage versus noise in the post-sales technology stack.

• Project Management: Lead high-impact cross-functional projects from scoping through execution and adoption, driving revenue growth, customer success outcomes, and org-wide alignment across complex, multi-stakeholder initiatives.

• Operational Excellence: Drive best practices in reporting, data management, and change management to support operational excellence and maintain consistent data integrity. Build a culture of data literacy on the team, coaching ICs to work effectively with AI-generated insights and flag when model outputs need human review.

• AI & Automation Strategy: Partner with GTM Engineering and RevOps leadership to identify, pilot, and scale AI-driven solutions across post-sales workflows — including automated QBR prep, AI-assisted renewal forecasting, sentiment analysis, and intelligent alerting. Establish guardrails and governance frameworks for responsible AI tool usage within the team and across customer-facing workflows.

• Proactively perform other duties or special projects as needed to support GRO objectives.

What You'll Bring:

• 5+ years in Customer Success, Revenue Operations, or similar operational roles, ideally within high-growth SaaS organizations.

• Proven ability to build, manage, and grow a high-performing team, with strong mentoring and coaching skills that cultivate talent, drive accountability, and foster a collaborative, customer-focused culture

• Track record of fostering high performance, proactively coaching underperforming team members, and collaborating with senior management to resolve performance issues.

• Ability to define and enforce data standards, leverage AI-assisted anomaly detection, and drive a culture of data quality across the CS and GRO stack.

• Comfortable challenging the status quo — able to offer constructive feedback and alternative perspectives to peers and senior stakeholders to drive better decisions.

• Expertise in key systems like Gainsight, Salesforce, and other tools essential to Customer Success and GRO Operations.

• Proven ability to lead change management initiatives and drive adoption of new tools, processes, and policies across cross-functional teams in a fast-moving SaaS environment.

• Familiarity with AI-powered RevOps and CS tooling (e.g., Gainsight AI, Gong, or similar); ability to evaluate AI outputs critically and translate them into actionable team workflows.

• Experience building or improving automation workflows (e.g., Salesforce flows, Gainsight CTAs/rules engine, Zapier/Workato) to reduce manual effort and improve consistency at scale.

• Highly energetic, positive, and enthusiastic team player with strong interpersonal skills and collaborative orientation

• Self-starter with a high level of initiative and a strong sense of ownership and urgency, organizational and time management skills, with a proactive mindset

• Ability to multi-task and function in a fast-paced environment, often with changing priorities

• Excellent written and verbal communication skills

• Prior experience in a SaaS company, with a background in Customer Success or CS Operations, required.