Senior Customer Success Operations Manager

Responsibilities

• Own the core operational cadences that support the CS organization, including pipeline and renewal reviews, customer health reporting, and book of business management.
• Translate ambiguous business questions from CS leadership into clear problem statements, then drive them to resolution through process, reporting, or systems changes.
• Partner with Revenue Technology and Revenue Analytics to evolve the systems, data, and reporting CSMs rely on day to day.
• Build cross-functional alignment with Sales, Finance, and other Revenue Strategy & Operations teams to operationalize go-to-market changes that affect Customer Success.
• Identify friction in existing processes and lead improvement efforts end to end, from diagnosis through rollout and adoption.
• Support CS leadership in planning cycles, including capacity modeling, segmentation, territory and coverage planning, and target setting.
• Contribute to broader Revenue Operations initiatives where the CS perspective is needed.

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