Senior Customer Success Operations Manager

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.

Own and deliver CS operational projects end-to-end—from scoping and design through implementation and iteration—including playbooks, workflows, and automation that improve how Customer Success operates at scale.

Build and maintain internal tools, dashboards, and reporting that give CS leadership real-time visibility into customer health, renewal risk, and operational performance.

Design and operationalize CS playbooks for key motions such as over-usage outreach, churn off-boarding, renewal preparation, and proactive risk intervention.

Partner cross-functionally with Data Engineering, BI, Finance, RevOps, Product, and Sales to ensure CS data infrastructure is accurate, connected, and actionable.

Define and improve CS processes and operational workflows, identifying gaps and inefficiencies and driving measurable improvements in execution speed and consistency.

Support customer health scoring and segmentation models, helping refine the signals, thresholds, and calibration that drive proactive CS engagement.

Translate complex data into clear narratives for leadership, including QBR contributions, board-level retention metrics, and ad-hoc strategic analyses.

Hands-on experience with AI/ML tools for workflow automation, content generation, or data analysis—not just awareness, but proven ability to integrate AI into day-to-day operations.

Experience with infrastructure, storage, or data platform technologies (understanding of the enterprise IT buyer landscape is a strong plus).

Familiarity with customer health scoring models, churn prediction, or Net Revenue Retention analytics.

Background in program or project management with experience coordinating across Engineering, Product, and Go-to-Market teams.

Experience building automation using scripting (Python, JavaScript) or low-code/no-code platforms.

We are Accountable: We take full ownership, always—even when things don’t go as planned. We lead with integrity, show up with responsibility & ownership, and hold ourselves and each other to the highest standards.

We are Brave: We question the status quo, push boundaries, and take smart risks when needed. We welcome challenges and embrace debates as opportunities for growth, turning courage into fuel for innovation.

We are Collaborative: True collaboration isn’t only about working together. It’s about lifting one another up to succeed collectively. We are team-oriented and communicate with empathy and respect. We challenge each other and conduct positive conflict resolution. We are transparent about our goals and results. And together, we’re unstoppable.

We are Customer Centric: Our customers are at the heart of everything we do. We actively listen and prioritize the success of our customers, and every decision we make is driven by how we can better serve, support, and empower them to succeed. When our customers win, we win.