Senior Customer Success Operations Manager

Join our team as a Senior Customer Success Operations Manager, where you will drive operational change across the Customer Success organization. This hands-on role involves owning and leading projects end-to-end, building internal tools, defining processes, and translating data insights into scalable action. You will work with a small, high-impact team and have significant autonomy in a fast-moving environment.

Responsibilities

• Posséder et livrer des projets opérationnels CS de bout en bout, y compris les playbooks, les flux de travail et l'automatisation.
• Construire et maintenir des outils internes, des tableaux de bord et des rapports qui donnent à la direction CS une visibilité en temps réel.
• Définir et améliorer les processus CS et les flux de travail opérationnels, en identifiant les lacunes et les inefficacités.

Requirements

• Advanced Excel/Google Sheets skills and comfort working with structured data across multiple systems
• Strong proficiency with Salesforce (reporting, dashboards, data model navigation) and experience working with BI tools and data warehouses (e.g., Snowflake, Looker, Tableau)
• Self-directed and comfortable operating with high autonomy in a fast-paced, resource-constrained environment
• 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
• 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
• 5+ years in CS Operations, Revenue Operations, Business Operations, or a similar role in a B2B SaaS or enterprise technology company
• 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
• 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

Preferred

• Familiarity with customer health scoring models, churn prediction, or Net Revenue Retention analytics
• Experience with infrastructure, storage, or data platform technologies (understanding of the enterprise IT buyer landscape is a strong plus)