Opportunity DetailsQRR-4711
Manager, Customer Success Enablement (Planhat)Houston, TX or remote
Manager, Customer Success Enablement Location: Houston, Texas or US Remote Model of Work: Hybrid if located in Houston, TX or Remote with Travel if the work location is US - Remote Overview The Customer Success Operations Manager is responsible for driving operational excellence, process scalability, and data-driven decision-making across the Customer Success organization. This role will lead the deployment, configuration, and ongoing management of the company's Customer Success Platform (CSP) to ensure seamless integration with CRM and analytics systems, enabling visibility, automation, and impact across the customer lifecycle.
Responsibilities Platform Ownership and Enablement - Lead the design, deployment, and administration of the Customer Success Platform (CSP), ensuring alignment with customer journey stages, segmentation models, and success workflows.
- Partner with IT, RevOps, and Customer Success leadership to integrate CSP with Salesforce (or other CRM), product usage data, billing systems, and support tools.
- Manage data hygiene, user access, governance, and reporting across the CSP environment.
- Establish standardized playbooks, triggers, and automation to drive proactive engagement and renewals forecasting.
- Lead vendor relationship management, including platform roadmap reviews, release testing, and enhancement prioritization.
Data, Insights, and Forecasting - Define and maintain core Success metrics (GRR, NRR, adoption, health scores, renewals, and churn analysis).
- Build and maintain dashboards that provide real-time visibility into customer health and portfolio risk.
- Partner with Finance and Sales Operations to align forecast accuracy and renewal performance tracking.
- Support quarterly business reviews and board reporting through analysis of retention trends and expansion opportunities.
Process Design and Optimization - Map and optimize key Success processes including onboarding, health scoring, escalation management, and renewals workflows.
- Implement scalable digital touch models leveraging CSP automation and in-app engagement.
- Drive continuous improvement through data analysis, stakeholder feedback, and emerging best practices.
Cross-Functional Collaboration - Partner with Marketing, Product, and Support teams to close the loop on customer feedback, product adoption, and sentiment insights.
- Serve as a key liaison to IT and RevOps for systems alignment and data quality.
- Support leadership in capacity planning, segmentation, and headcount modeling.
- And other duties as assigned.
Requirements - 7+ years in Customer Success Operations, RevOps, or related SaaS operations role.
- Proven experience deploying or managing a CSP such as Gainsight, Totango, Catalyst, Planhat, or ChurnZero.
- Strong understanding of SaaS retention metrics, customer journey design, and digital success strategies.
- Advanced Excel and Salesforce skills; experience with BI tools preferred (e.g., Tableau, Looker, Power BI).
- Excellent communication and stakeholder management skills.
- Strategic, analytical, and execution-oriented mindset with the ability to operate in a fast-paced environment.
Preferred Skills - Private equity or high-growth SaaS environment.
- Exposure to renewals forecasting, customer health modeling, and AI-driven success automation.
- Prior experience developing CSP data architectures and reporting frameworks.
Additional Details - Salary commensurate with experience ($100,700 - $134,200 US Dollars) with bi-weekly pay via direct deposit. Posted salary ranges are made in good faith. Quorum Software reserves the right to adjust ranges depending on the qualifications, experience, training, work history, and geographic location of the selected candidate.
- Background Check : The successful candidate will need to successfully complete the following clearances: Criminal History Check, Education Verification, Employment Verification, Driver's License Verification and passport/ID validation.
- Visa Sponsorship : Employment eligibility to work with Quorum Software in the United States is required as the company will not pursue visa sponsorship for this position. The successful candidate will be required to ensure they maintain and renew any visas or permits that grant employment eligibility where applicable.
