Customer Success Operations Manager

Role overview

This opportunity is for a partner company in the United States, and that company will handle applications and the rest of the hiring process. The role is focused on customer success operations within a fast-growing SaaS business, where the emphasis is on building scalable, efficient support for customer-facing teams.

The position blends customer success, analytics, and operational excellence. It is designed for someone who can improve the systems, processes, and tools used throughout the customer journey, from onboarding all the way through renewal.

You will need to combine strong analytical judgment with practical execution, using data to surface insights that improve decisions and outcomes. The job also calls for close partnership with Customer Success, Support, Professional Services, and Renewals teams to reduce friction and improve performance.

A major part of the role is creating and refining workflows, including automation and AI-enabled solutions, so teams can operate more efficiently at scale. This is a hands-on, highly collaborative position suited to someone who enjoys solving complex operational problems in a dynamic environment.

Key accountabilities

• Improve, structure, and formalize customer success processes and workflows so operations run more efficiently and customers have a better experience across the lifecycle.
• Equip internal teams with the right systems, tools, and visibility so they can deliver customer outcomes in a repeatable and scalable way.
• Review customer success performance data, monitor KPIs, and share insights on patterns, risks, and opportunities that can improve business results.
• Work across functions to find, diagnose, and solve operational issues affecting Customer Success, Support, and related groups.
• Support adoption of tools and best practices through training, documentation, and ongoing enablement to strengthen consistency and productivity.
• Help develop automation initiatives and AI-based workflow improvements that reduce manual work and streamline operations.
• Assist in creating and maintaining customer health scoring models that support proactive account management.

Requirements

• At least 5 years of experience in Customer Operations or a similar role supporting Customer Success teams in a SaaS environment.
• Deep working knowledge of Salesforce, including CRM, Customer 360, Service Cloud, and Communities, along with customer success platforms such as Gainsight.
• Strong analytical capability and comfort with tools like Excel, Google Sheets, Tableau, Sigma, or Databricks for analysis and reporting.
• Experience using customer success and collaboration tools such as Gong, Pendo, Asana, Smartsheet, or TaskRay.
• Demonstrated success in designing and scaling operational processes that support growth and efficiency.
• Practical experience creating AI-powered workflows or automations to increase productivity and reduce repetitive tasks.
• Strong project and program management skills, with the ability to balance several priorities at once.
• Excellent communication skills, stakeholder management ability, and cross-functional collaboration experience.
• A proactive, detail-focused approach with strong problem-solving skills and a mindset for continuous improvement.

Benefits and compensation

The compensation package includes a competitive base salary between USD 107,100 and USD 154,000, with the exact amount depending on experience and location. There is also eligibility for bonus or incentive pay and equity participation.

Additional benefits include a comprehensive package with healthcare coverage and wellness support, along with a flexible working environment inside a fast-scaling SaaS company.

You will have the chance to work with modern tools, AI-driven systems, and advanced customer success technology, while also gaining career growth opportunities in a high-impact operations function.

Application and privacy details

This role is listed through a partner-led hiring process. Applications are reviewed using an AI-supported matching system to help surface strong-fit candidates quickly and fairly. Shortlisted profiles are then shared with the hiring company, which manages interviews, assessments, and final decisions.

By submitting an application, candidates acknowledge that personal data will be processed for evaluation and shared with the hiring employer as needed for recruitment purposes, based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection at any time.

Artificial intelligence tools may also be used during parts of the hiring process, including application review, resume analysis, response assessment, and identification of possible inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are always made by people.