Manager, Customer Success Operations

About This Opportunity

We are representing a fast-growing SaaS organization seeking a Manager, Customer Success Operations to join their Revenue Operations team. This is a strategic role supporting account management, customer success, and support functions through process optimization, tooling strategy, and operational analytics. You'll partner directly with CS leadership to drive productivity, define core metrics, and enable the team to scale efficiently.

This role is based in the USA and offers the chance to shape how a high-performing customer organization operates at scale.

Responsibilities

• Apply deep knowledge of customer success and account management to guide operational support across the CS organization
• Own program and process operationalization, including roadmap governance and scalability planning for strategic customer initiatives
• Define, standardize, and own core Customer Success metrics (NRR, GRR, renewal rate, usage/engagement KPIs) and ensure consistency across all reporting
• Support CS tooling strategy across platforms such as Salesforce, Gainsight, Clari, Gong, and Tableau
• Act as escalation point for operational issues including broken workflows, data discrepancies, and urgent tooling challenges
• Build strong relationships with CS teams to identify gaps, implement best practices, and improve visibility
• Create playbooks, templates, and standards to scale customer programs from pilot to full deployment
• Partner with senior operations leadership on KPI trackers, dashboards, and program impact reporting
• Design and optimize reporting for attainment, trends, and on-demand analysis while maintaining data governance and accuracy

What We're Looking For

• 5 to 8 years of experience in Revenue Operations or similar role focused on Customer Success productivity
• Prior people management experience required
• Strong understanding of SaaS and CS metrics (NRR, GRR, renewal rate, usage KPIs) with experience owning metric definitions, not just reporting
• Proven track record optimizing and rolling out technology, workflows, and processes within revenue organizations
• Strategic thinker with tactical execution skills and strong written communication
• Creative problem solver who identifies innovative ways to drive productivity
• Strong project management capabilities with attention to detail and organizational skills
• Experience working cross-functionally and building stakeholder relationships
• Familiarity with B2B sales processes and supporting toolsets
• Bonus: SQL experience, data warehouse tools (Snowflake, BigQuery), or BI platforms (Tableau)

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to understand your background and fit for the role. Qualified candidates are then submitted to our client for consideration. Please do not attempt to contact the client directly, as all coordination is managed through our talent team to ensure a smooth and professional process.

Pay

Pay via Get A Job.ai: $140,000–$154,000 USD base compensation. Final offer will be determined by experience, expertise, and internal equity considerations. You may also be eligible for performance-based bonus, equity, and a comprehensive benefits program through the client.

Equal Employment Opportunity: Get A Job.ai is committed to equal opportunity employment. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. We provide reasonable accommodations to qualified individuals with disabilities in accordance with applicable law.