Customer Success Operations Manager
About the role
Our client is seeking a Customer Success Operations Manager to join the team. The CS Operations function supports the Customer Success, Professional Services, Renewal Management, and Support teams.
As the CS Operations Manager, you will:
- Optimize and standardize processes and workflows to enhance both customer satisfaction and operational productivity.
- Equip internal teams with the right tools, visibility, systems, and processes to ensure customers achieve success.
- Provide training and support to promote standardized tool usage and best practices, improving team efficiency and consistency.
- Track key performance indicators (KPIs), analyze data to identify trends, and share insights on opportunities and risks.
Must Haves
- Expertise with Salesforce Suite (CRM, Customer 360, Service Cloud, Communities).
- Deep knowledge of Customer Success tools (e.g., Gainsight).
- Experience with additional CS tools, such as Pendo, TaskRay, Smartsheet, and Asana.
- Skilled in designing scalable processes that grow with the organization.
- Detail-oriented, self-motivated, and a strong team player with a robust work ethic.
- 5+ years of experience in Customer Operations supporting a Customer Success team at a SaaS company.
- Proven ability to develop and implement strategies that increase Customer Success team efficiency and effectiveness.
- Strong program management, project management and organizational skills, with a history of managing multiple priorities effectively.
- Exceptional communication and interpersonal skills, capable of influencing and collaborating effectively across teams.
- Problem-solving aptitude with a proactive, solutions-oriented approach to overcoming challenges.
- Advanced analytical skills, proficiency in Google Sheets/Excel/Looker/Databricks/Tableau etc, with the ability to interpret data and deliver actionable insights.
Salary Range
$95,200—$112,000 USD
San Francisco/New York Base pay range:
$95,200—$112,000 USD
Work cross-functionally to address and resolve operational challenges effectively.
About the role
Our client is seeking a Customer Success Operations Manager to join the team. The CS Operations function supports the Customer Success, Professional Services, Renewal Management, and Support teams.
As the CS Operations Manager, you will:
- Optimize and standardize processes and workflows to enhance both customer satisfaction and operational productivity.
- Equip internal teams with the right tools, visibility, systems, and processes to ensure customers achieve success.
- Provide training and support to promote standardized tool usage and best practices, improving team efficiency and consistency.
- Track key performance indicators (KPIs), analyze data to identify trends, and share insights on opportunities and risks.
Must Haves
- Expertise with Salesforce Suite (CRM, Customer 360, Service Cloud, Communities).
- Deep knowledge of Customer Success tools (e.g., Gainsight).
- Experience with additional CS tools, such as Pendo, TaskRay, Smartsheet, and Asana.
- Skilled in designing scalable processes that grow with the organization.
- Detail-oriented, self-motivated, and a strong team player with a robust work ethic.
- 5+ years of experience in Customer Operations supporting a Customer Success team at a SaaS company.
- Proven ability to develop and implement strategies that increase Customer Success team efficiency and effectiveness.
- Strong program management, project management and organizational skills, with a history of managing multiple priorities effectively.
- Exceptional communication and interpersonal skills, capable of influencing and collaborating effectively across teams.
- Problem-solving aptitude with a proactive, solutions-oriented approach to overcoming challenges.
- Advanced analytical skills, proficiency in Google Sheets/Excel/Looker/Databricks/Tableau etc, with the ability to interpret data and deliver actionable insights.
Salary Range
$95,200—$112,000 USD
San Francisco/New York Base pay range:
$95,200—$112,000 USD
Work cross-functionally to address and resolve operational challenges effectively.