Customer Success Operations Manager

Join our team as a Customer Success Operations Manager, where you will play a crucial role in scaling and optimizing our post-sales organization. You will work closely with CS leadership and cross-functional teams to drive operational rigor, scalable systems, and data-driven decision-making. Your responsibilities will include managing post-sales data and insights, overseeing compensation operations, driving automation and process optimization initiatives, and leading large-scale, cross-functional operational programs. This is a high-impact, high-visibility role that offers opportunities for personal and professional growth.

• Assurer la gestion des données post-vente, y compris le suivi des indicateurs de performance, et fournir des rapports exécutifs.
• Gérer les plans de compensation, les SPIFFs, le suivi des quotas et des rapports d'atteinte.
• Diriger des programmes opérationnels complexes et interfonctionnels, en travaillant directement avec la direction du service client.
• Experience with Salesforce (CRM), BI tools (Looker, Omni, or similar), and Customer Success tools (Vitally, Gainsight, or similar)
• Experience leveraging and learning new AI tools to improve workflows, automate processes, and increase operational efficiency
• Strong stakeholder management and communication skills
• 3-5 years of experience in Customer Success Operations, Revenue Operations, or related SaaS operational roles
• Strong proficiency in Excel / Google Sheets
• Experience leading cross-functional projects from planning through execution
• Basic SQL proficiency
• Experience owning or operationalizing NPS and customer feedback programs
• Organized self-starter who operates effectively both independently and cross-functionally
• Strong experience managing post-sales analytics (retention, churn, expansions, performance tracking)
• Data-driven and systems-oriented mindset
• Experience implementing or optimizing CS tooling, including data integration and team enablement
• Experience scaling post-sales operations in a high-growth SaaS environment
• Experience managing compensation plans, quotas, SPIFFs, and performance reporting
• Experience supporting headcount planning or capacity modeling
• Experience supporting headcount planning and capacity modeling
• Familiarity with tools such as Jira and Intercom
• Exposure to ARR modeling or deeper financial partnership with Finance
• A strategic, systems-oriented operator who leverages automation and AI to scale impact
• Highly analytical and data-driven, turning insights into clear operational action
• Proactive in identifying inefficiencies and redesigning workflows through tooling and integrations
• A strong communicator who translates technical concepts into business outcomes and builds trust across teams
• Organized and autonomous, able to drive complex, cross-functional initiatives end-to-end
• Room to grow. This role offers strong exposure to leadership, cross-functional strategy, and scalable systems building - creating a clear path for growth within Operations
• Own meaningful programs. From NPS to automation initiatives to cross-functional operational programs, you’ll drive initiatives that directly impact retention, expansion, and customer experience
• High impact, high visibility. You will work directly with CS leadership and partner cross-functionally across Data, Product, Finance, and GTM - your work will shape how the entire post-sales organization operates
• Data-driven influence. You won’t just build dashboards - you’ll translate insights into action, helping leadership make smarter decisions and enabling frontline teams to perform at a high level
• Build and scale. This is an opportunity to design and implement systems, tooling, and automation that meaningfully improve how Customer Success operates at scale
• The ability to make an immediate impact in helping customers create a great workplace experience
• Modern, forward-looking focus. With automation and AI as strategic priorities, you’ll help modernize workflows and improve efficiency across the Success organization
• Support for your personal and professional growth
• An opportunity to partner and collaborate with other talented people
• A high degree of trust in your ideas and execution