Overview

The Senior Customer Success Operations Manager owns planning, decision support, and program execution for the Customer Success organization. The role builds business cases, prioritizes high-impact initiatives, and delivers executive narratives and recommendations that shape where the organization invests its post-sale effort. It partners closely with RevOps leadership, Customer Success, and Finance across the planning cycles that set segmentation, coverage, and capacity for the year.

This role is essential to transforming Customer Success from a reactive function into a proactive, strategic growth engine. The incumbent helps the organization deliver consistent customer value at scale while directly influencing retention and expansion outcomes.

Who you are:

• 8+ years of experience in Customer Success operations, revenue operations, strategy, or a comparable analytical role within a B2B SaaS business

• Demonstrated ownership of segmentation, coverage, or capacity planning work that shaped how a post-sale organization was resourced

• Strong quantitative skills, with fluency in retention, expansion, and adoption metrics and the ability to build a defensible business case from them

• Experience presenting recommendations to senior leadership and translating analysis into a clear executive narrative

• Must have hands-on experience in Customer Success and CRM platforms such as Salesforce and Gainsight, and the reporting that sits on top of them

• Proven ability to influence without authority across Sales, Marketing, Product, Support, and Professional Services

What you'll be doing:

Customer Success Strategy and Planning

• Help evolve Customer Success strategy aligned to company growth objectives

• Translate company and go-to-market priorities into scalable post-sale motions

• Drive annual planning, segmentation strategy, and capacity modeling for Customer Success

Segmentation, Coverage, and Lifecycle Design

• Design and refine customer segmentation based on customer FTE count and ARR

• Design end-to-end customer lifecycle journeys, from onboarding through renewal and expansion

• Work with the CS Strategy team to identify opportunities to introduce or optimize digital, pooled, and high-touch engagement models

Retention and Expansion Strategy

• Partner with Sales and Customer Success to define clear ownership and plays across renewal and expansion

• Identify leading indicators of churn and growth, and translate and operationalize them into proactive programs working with the CS Strategy team

• Support initiatives that increase product adoption and drive measurable business outcomes for customers

Performance Insights and Executive Reporting

• Working with the Senior Director, CS Operations and the Senior Manager, CS Operations - Data, define and operationalize KPIs tied to retention, expansion, product adoption, and customer health

• Working with the Senior Director, CS Operations and the Senior Manager, CS Operations - Data, build executive-ready insights and narratives to inform decision-making at the leadership level, such as Quarterly Business Reviews and Board presentations

Cross-Functional Alignment

• Partner cross-functionally across Sales, Marketing, Product, Support, and Global Services to drive a unified customer strategy, seamless lifecycle transitions, and a consistent end-to-end customer experience

• Support go-to-market initiatives such as new product launches, pricing changes, and expansion strategies

• Help drive alignment between pre-sales promises and post-sales delivery

Strategic Initiatives and Transformation

• Lead high-impact, cross-functional initiatives to improve customer outcomes and operational efficiency

• Identify gaps in current processes and recommend scalable solutions

• Drive adoption of new programs, frameworks, and tools across the Customer Success organization

• Identify opportunities to leverage AI and Automation to improve CSM productivity and efficiency

Success in This Role

• A clearly defined and adopted customer journey across pre- and post-sales

• Improved Net Revenue Retention driven by better alignment between customer strategy and execution

• Increased product adoption and measurable customer value realization

• Strong alignment across Sales, CS, Product, and Support with clear ownership across the lifecycle

What we have for you:

At Seismic, we're committed to providing benefits and perks for the whole self. To explore our benefits available in each country, please visit the Global Benefits page.

Seismic's annual base salary range for this position will vary based on applicant's location, experience, job level, skills, and abilities as well as internal equity and alignment market data. The range listed below is the minimum to the maximum of our target hiring range.

Seismic's salary range for this position is: USD $123,100.00/Yr. - USD $186,120.00/Yr.

This position is also eligible to participate in Seismic's incentive plans in addition to base salary. The actual incentive amount will very and will be subject to the terms and conditions set in the applicable incentive plan.

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