Customer Success Operations Manager

We’re hiring a Customer Success Strategy & Operations Manager to help build the operating system for our AI Deployment Management (CSM) function. This role is critical to driving customer adoption, retention, and growth — and as the org scales fast, it needs an operating system to match.

About the role

There are early foundations in place, but much of the long-term system still needs to be built — from the metrics that matter, the cadences that drive decisions, the playbooks that scale. This is a rare chance to build that system from the ground up and shape how a fast-growing, high-stakes function runs for years to come.

This person will be a strategic thought partner and hands-on operator who is equally comfortable thinking big-picture with senior leadership and getting into the weeds to build the systems, models, and processes that let the org run on real data. They'll work cross-functionally with RevOps, GTM, and Finance to bring ideas to life quickly and iterate as the business evolves.

What you’ll do

• Establish key metrics and compensation models for the ADM organization

• Evaluate performance of the business, drivers and trends, and guide targeted action plans

• Build, refine and optimize headcount and capacity models to ensure we make the right investments

• Build, refine and optimize segmentation modeling to ensure we deliver the right service model that ultimately leads to revenue growth

• Build and operationalize frameworks with the ADM organization, such as health scores, maturity models and corresponding playbooks that drive usage and growth

• Build and operationalize dashboards that surface the right KPIs and insights at the right time to drive action across all levels of the organization

• Build and operationalize an end-to-end operating cadence for the leadership team to support fast, informed decision-making

• Serve as a trusted advisor to the leadership team; You can think big picture and also lean in to figure out how to get things done iteratively

• Partner closely with cross-functional stakeholders in RevOps, Go to Market, Finance and more to bring concepts to life rapidly, and iterate and evolve together

• Incorporate a global mindset into your work, taking into account local nuances and input and ensuring global plans stick regionally

You may be a fit if

• Experience in Customer Strategy and Operations; Customer Success or Account Management focus strongly preferred

• Builder mindset - you are comfortable building from the ground-up and are adept at flexing between launch and iterate vs. going deep

• Strong analytical and modeling skillset

• Strong operations mindset - you have an eye for critical foundations such as capacity modeling, staffing, planning and process

• Experience with CS frameworks such as health scores and maturity models — but with an open-mindedness to evolve them to meet our business needs

• Excellent stakeholder management skills, comfortable operating across levels and audiences to get things done

• Strong project management skills, you can clearly outline what needs to happen and know how to keep your team informed and engaged

It’s a plus if you have…

• Consulting, finance and/or data science background

• Customer-facing experience

• Experience in Business Operations, Sales or Services strategy & ops

• Experience with company strategy such as localization, pricing, etc.

• Experience with consumption based pricing