Manager, Customer Success Operations & Strategy

The Manager of Customer Success (CS) Operations & Strategy is a critical partner to the Customer Success leadership team, responsible for enabling operational excellence and driving strategic initiatives that directly impact Net Dollar Retention (NDR), customer growth, and overall retention. This role sits at the intersection of strategy and execution—leading process optimization, reporting, systems support, and special projects to elevate the impact of the Customer Success function. You will be the operational engine that supports and scales a high-performing CS team. Manage and improve the day-to-day operations of the Customer Success organization across segments, serve as a point of contact for CS team members on operational processes, tools, and reporting, and partner with CS leadership to streamline workflows, improve team productivity, and evolve support models. Translate high-level CS strategies into scalable operational processes, workflows, and playbooks. Serve as the primary administrator and point of contact for Gainsight and other CS technology platforms. Work closely with Sales, Product, Marketing, and Finance teams to align around customer lifecycle metrics, feedback loops, and shared goals. Monitor and report on key performance metrics (e.g., NDR, GRR, renewal rates, CSAT) and identify and address inefficiencies or blockers to CSM performance through root cause analysis and proactive planning.