Customer Success Operations Manager

📋 Description

• Design and standardize CS and PS processes and workflows for scale.
• Build playbooks, templates, and best practices for repeatable CX.
• Own CS tech stack (Salesforce and CS platforms) ensuring data accuracy.
• Track metrics (health scores, retention, NPS, TTV) and surface insights.
• Lead tool rollouts and integrations with IT and Product; drive adoption.
• Provide training and enablement to ensure full team adoption.

🎯 Requirements

• 7+ years in CS Operations or related SaaS/technical field.
• Proven track record building and optimizing scalable CS processes.
• Strong data analysis skills to translate metrics into actions.
• Hands-on with Salesforce and CS platforms (Help Scout, Gainsight, ChurnZero).
• Excellent organizational and project management with a process-driven approach.
• Bachelor's degree or equivalent experience required.

🎁 Benefits

• Full-time opportunity.
• Location: Remote – Nationwide.
• Travel to customer locations up to 20%.
• Competitive compensation packages offered.
• Growth opportunities within a dynamic team.
• 401k match and benefits from day one.