Location: This role requires working from our Campbell, CA location on East Hamilton Avenue 1 day per week.
What You'll Be DoingAs a
Senior CS Operations Manager, you will go beyond data analysis to drive real operational change across the Customer Success organization. This is not a reporting role-it's a hands-on position where you'll own and lead projects end-to-end: designing CS playbooks, building internal tools, defining processes, and translating data insights into scalable action. You'll join a small, high-impact team and operate with significant autonomy in a fast-moving environment.
As a Senior CS Operations Manager, you'll:- Own and deliver CS operational projects end-to-end-from scoping and design through implementation and iteration-including playbooks, workflows, and automation that improve how Customer Success operates at scale.
- Build and maintain internal tools, dashboards, and reporting that give CS leadership real-time visibility into customer health, renewal risk, and operational performance.
- Design and operationalize CS playbooks for key motions such as over-usage outreach, churn off-boarding, renewal preparation, and proactive risk intervention.
- Partner cross-functionally with Data Engineering, BI, Finance, RevOps, Product, and Sales to ensure CS data infrastructure is accurate, connected, and actionable.
- Define and improve CS processes and operational workflows, identifying gaps and inefficiencies and driving measurable improvements in execution speed and consistency.
- Support customer health scoring and segmentation models, helping refine the signals, thresholds, and calibration that drive proactive CS engagement.
- Translate complex data into clear narratives for leadership, including QBR contributions, board-level retention metrics, and ad-hoc strategic analyses.
Requirements- 5+ years in CS Operations, Revenue Operations, Business Operations, or a similar role in a B2B SaaS or enterprise technology company.
- Proven track record of owning and delivering operational projects end-to-end, not just analyzing data but building the processes and tools that act on it.
- Strong proficiency with Salesforce (reporting, dashboards, data model navigation) and experience working with BI tools and data warehouses (e.g., Snowflake, Looker, Tableau).
- Advanced Excel/Google Sheets skills and comfort working with structured data across multiple systems.
- Experience designing and operationalizing playbooks, workflows, or standard operating procedures for customer-facing teams.
- Strong communication skills-able to translate data into clear recommendations for both technical and non-technical stakeholders.
- Self-directed and comfortable operating with high autonomy in a fast-paced, resource-constrained environment.
It's Nice If You Have- Hands-on experience with AI/ML tools for workflow automation, content generation, or data analysis-not just awareness, but proven ability to integrate AI into day-to-day operations.
- Experience with infrastructure, storage, or data platform technologies (understanding of the enterprise IT buyer landscape is a strong plus).
- Familiarity with customer health scoring models, churn prediction, or Net Revenue Retention analytics.
- Background in program or project management with experience coordinating across Engineering, Product, and Go-to-Market teams.
- Experience building automation using scripting (Python, JavaScript) or low-code/no-code platforms.
