Senior Customer Success Operations Manager

Required

• 7+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, or a related function within B2B SaaS.
• Proven experience owning operational strategy and leading complex, cross-functional initiatives in a high-growth environment.
• Strong understanding of Customer Success operating models, SaaS retention metrics, renewal forecasting, and customer lifecycle management.
• Experience building and scaling operational processes, systems, and performance measurement frameworks.
• Deep Salesforce expertise and experience working with CS platforms, support systems such as Zendesk, and product analytics tools.
• Strong analytical capabilities, including forecasting, financial modeling, performance reporting, and translating data into business recommendations.
• Experience partnering with senior leadership across Customer Success, Finance, Sales, and Business Systems.
• Ability to independently identify business challenges, develop solutions, and influence decisions across functions.
• Strong communication, stakeholder management, and change management skills.
• Comfortable operating in ambiguity and balancing strategic priorities with hands-on execution.
• Strongly preferred:
• Experience building or scaling Customer Success Operations at a high-growth SaaS company.