Customer Success Operations Manager

📋 Description

• Lead, coach, and develop a team of Customer Success Managers with coaching and career growth.
• Establish scalable coaching frameworks to boost team performance, call quality, and outcomes.
• Own day-to-day rhythm with performance monitoring, real-time decisions, and coordination.
• Serve as primary escalation point for operational challenges, issues, and process questions.
• Partner with senior leadership to translate priorities into team objectives and plans.
• Analyze performance trends to identify risks and opportunities and coach accordingly.

🎯 Requirements

• 8+ years leading people in high-volume ops; 2+ years managing other managers.
• Proven revenue/conversion ownership via a manager layer.
• Strong coaching instincts to develop leaders.
• Comfortable reading dashboards and translating data into direction.
• Exceptional communicator across all levels.
• High operational IQ; enjoy on-floor execution and structure.
• Experience leading process improvement from problem to implementation.
• Experience in outbound revenue-generating success team or sales-adjacent customer success environment.

🎁 Benefits

• Equal opportunity employer.
• Reasonable accommodation for applicants with disabilities.
• Accommodations contact: recruitingops@thumbtack.com.
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