Manager, Customer Success Operations

About the Role:

• This is a critical role developing key enabling tools, streamlining processes, and partnering with Customer Success leadership.
• You'll drive core KPIs around adoption, retention, and growth by improving productivity and efficiency across the CS team.

What You'll Do:

• Support the operating model, cadence, and governance for strategic customer projects and optimize existing processes.
• Own definitions and standards for core CS metrics, ensuring consistency across reporting and business reviews.
• Act as an escalation point for operational issues and drive fast, durable resolution.

Who You Are:

• You have 5 to 8 years of experience in a Revenue organization, with prior people management experience.
• You possess strong understanding of core SaaS and Customer Success metrics and experience optimizing technology and processes.
• You are a creative problem solver with exceptional organizational skills and attention to detail.