Operations & Program Manager, Customer Success

DRIVE AND SCALE CUSTOMER SUCCESS PROGRAMS:

• Build and refine frameworks that support consistent, high-quality customer discovery.
• Design, optimize, and maintain AI-supported handoff workflows.

STRENGTHEN FORECASTING, RENEWALS, AND LIFECYCLE MANAGEMENT:

• Lead improvements in forecasting accuracy.
• Partner with the Renewals organization to evolve renewal workflows.
• Map and enhance workflows across onboarding, adoption, risk management, expansion, and renewal.

LEAD TOOLING OWNERSHIP & CROSS-FUNCTIONAL EXECUTION:

• Serve as the operational and technical owner for key Customer Success systems.
• Act as the primary liaison with TechOps, leading the intake, prioritization, coordination, and successful completion of tooling changes required to support Customer Success processes and programs.

DRIVE READINESS, ENABLEMENT & CHANGE MANAGEMENT:

• Develop rollout plans, communications, training, and change-management strategies.
• Create and maintain documentation, playbooks, and resources that enable consistent execution across Customer Success, Sales, and broader CX teams.