Senior Customer Success Operations Manager

What You’ll Be Doing

As a Senior CS Operations Manager, you will go beyond data analysis to drive real operational change across the Customer Success organization. This is not a reporting role—it’s a hands-on position where you’ll own and lead projects end-to-end: designing CS playbooks, building internal tools, defining processes, and translating data insights into scalable action. You’ll join a small, high-impact team and operate with significant autonomy in a fast-moving environment.

Requirements

• 5+ years in CS Operations, Revenue Operations, Business Operations, or a similar role in a B2B SaaS or enterprise technology company.
• Proven track record of owning and delivering operational projects end-to-end, not just analyzing data but building the processes and tools that act on it.
• Strong proficiency with Salesforce (reporting, dashboards, data model navigation) and experience working with BI tools and data warehouses (e.g., Snowflake, Looker, Tableau).
• Advanced Excel/Google Sheets skills and comfort working with structured data across multiple systems.
• Experience designing and operationalizing playbooks, workflows, or standard operating procedures for customer-facing teams.
• Strong communication skills—able to translate data into clear recommendations for both technical and non-technical stakeholders.
• Self-directed and comfortable operating with high autonomy in a fast-paced, resource-constrained environment.