Customer Operations Manager

📋 Description

• Build and maintain recurring reports and dashboards (health scores, churn/renewal metrics, CSM
• Pull and clean data from CS platforms to support leadership reporting and QBRs, using AI-assisted
• Own day-to-day administration of CS platforms (e.g., Gainsight, Salesforce, Zendesk/Intercom)
• Document and refine workflows, playbooks, and automations that the broader CS team uses
• Own renewal tracking and reporting, independently surfacing upcoming renewals and at-risk accounts
• Coordinate onboarding operations tasks — checklists, handoff tracking, and milestone reporting — to

🎯 Requirements

• 4+ years of experience in a data, operations, or customer-facing support role.
• Proficient working in spreadsheets/Excel.
• Working proficiency with at least one CRM/CS platform (Salesforce, Gainsight, HubSpot, Zendesk, or
• Strong attention to detail and organizational skills; comfortable managing multiple recurring tasks
• Clear written and verbal communication skills, including the ability to flag issues or ask
• Genuine curiosity about how Customer Success operations and SaaS businesses work.