Sr. Manager, Customer Success Strategy & Operations

Roles and Responsibilities:

Strategic Leadership & Driving Outcomes:

• Architect and implement AMER-wide strategic initiatives to drastically improve post-sales productivity, forecast accuracy, and pipeline visibility.
• Partner deeply with AMER post-sales leadership to develop and execute strategies for scaling operations and consistently achieving aggressive churn and expand targets.
• Act as a senior change agent, identifying opportunities for optimization and championing the introduction of new tools, technologies, and methodologies.
• Lead complex, cross-functional projects that bridge the gap between global strategy and local AMER execution.

Proactive Diagnostics & Operations Support:

• Move the AMER region beyond reactive reporting by building and overseeing intelligent early warning and action systems that power the post-sales organization.
• Oversee the design, implementation, and optimization of highly complex post-sales processes, tools, and systems.
• Deliver clear, contextual, and diagnostic insights directly into the daily workflows of Customer Success Business Partners and Renewal Managers, telling them not just what is happening, but why it's happening.
• Ensure impeccable data accuracy and integrity within CRM and related systems, acting as the ultimate guardian of AMER operational data.

Pipeline Performance & Predictability:

• Own the operational rhythm and pipeline performance management for AMER. Regularly monitor and analyze post-sales pipeline metrics, including renewal conversion rates and health scores.
• Drive post-sales forecasting for the region, leveraging predictive analytics and pipeline data to accurately forecast future revenue streams.
• Identify systemic risks to achieving post-sales goals before they impact the customer, and proactively develop and deploy mitigation workflows.

Cross-Functional Orchestration & Collaboration:

• Foster strong, seamless relationships with cross-functional teams (Sales, Product, GTM Analytics, GTM Tech, and Enablement) to ensure project success and total operational alignment.
• Serve as the Intelligence & Operations thought leader for the AMER region, providing actionable insights and data-backed recommendations to executive leadership.

Your Qualifications

• 8+ years of progressive experience in Revenue/Business Operations, Customer Success Operations, or highly analytical strategic roles. Experience in a fast-paced, hyper-growth B2B SaaS company is strongly preferred.
• A Systems Thinker & Diagnostician: You have proven experience designing and building scalable processes. Critically, you are an expert at using data to diagnose the root cause of business problems, not just reporting on the lagging indicators.
• Executive Presence: Exceptional ability to act as a trusted advisor to VP and SVP-level leadership, with strong opinions on the best way to engage with and motivate post-sales teams.
• Deep Forecasting Expertise: Proven, advanced skills in post-sales forecasting, pipeline management, customer health scoring, and go-to-market modeling (including capacity and territory planning).
• Technical Acumen: Strong familiarity with enterprise automation platforms, CRM/CS platforms (e.g., Salesforce, Gainsight), and a deep understanding of how to leverage predictive analytics and modern AI concepts to drive scale.
• Operational Agility: Ability to plan, manage, and deliver multiple concurrent and complex work streams in a global matrix organization with aggressive timelines.
• Must have GRIT: Guts, Reliability, Improvement, Teamwork. You thrive in an entrepreneurial environment that gives you a unique opportunity to prove your ideas out.
• Project management and team leadership experience are highly desirable.