Customer Success Operations Manager

Job Description

The Customer Success Operations Manager is responsible for optimizing the systems, processes, workflows, and operational infrastructure that support the Customer Success organization. This role serves as the operational owner for Customer Success business systems, including Salesforce, Churn Zero, Gong, Once Hub, Monday.com, and related platforms, and partners with Customer Success leadership to improve efficiency, consistency, scalability, and the customer experience.

This role supports the customer lifecycle through process design, system optimization, workflow management, documentation, and adoption support. Customer Success leadership retains ownership of customer outcomes, team management, and lifecycle strategy; this role provides the operational structure and system enablement needed to execute those strategies effectively.

Key Responsibilities

Customer Success Systems & Workflow Optimization

• Serve as the operational owner for Customer Success business systems, including Salesforce, Churn Zero, Gong, Once Hub, Monday.com, and related platforms.
• Partner with Customer Success leadership, Rev Ops, Product, IT, and other stakeholders to improve system functionality, workflows, automation, and user experience.
• Gather business requirements, support system configuration, coordinate testing, and assist with implementation of system and process changes.
• Evaluate and recommend enhancements to the Customer Success technology stack.

Process Governance & Operational Excellence

• Design, document, maintain, and improve Customer Success workflows and operational processes.
• Establish process governance standards that support consistency, accountability, and scalability.
• Identify operational inefficiencies and partner with stakeholders to implement practical, scalable solutions.
• Support change management for process and technology updates, including communication, rollout planning, and adoption support.

Documentation, SOPs & Adoption Support

• Create and maintain SOPs, process maps, work instructions, job aids, and reference documentation.
• Maintain internal knowledge repositories and ensure operational documentation remains accurate as systems and processes change.
• Develop self-service resources that help Customer Success team members understand and adopt tools, workflows, and processes.
• Communicate process and system changes clearly to impacted stakeholders.

Customer Lifecycle Operational Support

• Partner with Customer Success leaders and managers to support lifecycle programs, including onboarding, adoption, risk management, renewals, and expansion workflows.
• Support the implementation and maintenance of customer success programs, plays, and operational processes.
• Identify opportunities to improve efficiency and consistency throughout the customer journey.
• Assist with operational readiness for new initiatives that impact Customer Success teams or customer engagement.

Reporting & Operational Insights

• Maintain operational dashboards and reports that support process visibility, data quality, system usage, and workflow adherence.
• Provide light operational insights to help Customer Success leaders understand adoption, process health, and areas for improvement.
• Support data hygiene and process compliance efforts across Customer Success systems.

Qualifications

Required Qualifications

• Bachelor's degree in business administration, Operations, Information Systems, or a related field, or equivalent experience.
• 4+ years of experience in Customer Success Operations, Business Operations, Revenue Operations, Program Management, or a similar operational role.
• Hands-on experience supporting, administering, or optimizing business systems such as Salesforce, Churn Zero, Gong, Once Hub, Monday.com, or comparable platforms.
• Experience documenting and improving business processes, workflows, SOPs, and operational procedures.
• Strong project management, stakeholder management, and organizational skills.
• Ability to identify operational issues, recommend solutions, and drive improvements through execution.
• Excellent written and verbal communication skills, with the ability to translate business needs into clear process and system requirements.
• Strong attention to detail and commitment to follow-through.

Preferred Qualifications

• Experience supporting a SaaS Customer Success organization.
• Salesforce Administrator certification or equivalent system administration experience.
• Experience with workflow automation, system integrations, UAT, or business requirements documentation.
• Knowledge of customer lifecycle management, renewals, customer health programs, or customer engagement workflows.
• Experience developing operational documentation, SOPs, and internal knowledge resources.

Success Measures

Success in this role will be measured by the ability to improve the efficiency, consistency, and scalability of Customer Success operations. Key measures may include:

• Increased adoption and effective use of Customer Success business systems.
• Reduced manual effort through workflow improvements and automation.
• Improved consistency and adherence to documented Customer Success processes.
• Timely creation and maintenance of SOPs, process maps, and operational documentation.
• Successful implementation of system and process enhancements.
• Improved data quality and operational visibility across Customer Success systems.
• Positive feedback from Customer Success leaders, managers, and end users.
• Effective partnership with the Manager, Strategic Initiatives & Operations and cross-functional stakeholders.
• Proactive identification of operational gaps and delivery of practical, scalable solutions.

Work/Team Environment

A fun, fast-paced work environment that encourages teamwork and strong customer service skills.

Position Type/Expected Hours of Work

Full-time position Monday through Friday. Evening and weekend work may be required as job duties demand.