Customer Success Operations Manager

Support the Customer Success team by driving operational excellence through tools, systems, and data. This role is ideal for someone who enjoys solving operational challenges, streamlining processes, and creating scalable solutions that enhance both internal workflows and the customer experience. Maintain and optimize core CS systems (e.g. Salesforce, Gainsight) to support the evolving needs of the Customer Success team and ensure high-quality data and workflow accuracy. Deliver weekly and quarterly reporting for SLAs, renewals, third party vendors, customer health, forecasting, and leadership rollouts to inform CS strategy. Oversee operational workflows across the customer lifecycle to ensure a consistent and scalable experience. Maintain team knowledge by reviewing and updating SOPs on a regular basis. Serve as the first line of triage in the CS Ops support channel, resolving or routing incoming requests to keep the team unblocked and ensuring timely support. Contribute to cross-functional initiatives to enhance Salesforce, Gainsight, and internal CS tooling.