Senior Manager, Customer Success Operations

About This Opportunity

We are representing a confidential SaaS organization in their search for a Senior Manager, Customer Success Operations. This is a critical leadership role within the Revenue Operations team, responsible for operationalizing strategic customer programs while shaping the tools, systems, and processes that enable Customer Success to scale effectively. You'll partner directly with CS leadership on program design and execution, serve as the senior escalation point for operational issues, and manage a Senior Analyst supporting key deployments.

Our client is a rapidly growing enterprise software company trusted by thousands of organizations globally. This role offers the opportunity to directly influence how Customer Success operates at scale in a fast-paced, high-growth environment.

Responsibilities

• Define and continuously improve the operating model, cadence, and governance for strategic customer projects and existing Customer Success processes
• Set the strategic framework connecting core CS metrics (NRR, GRR, usage KPIs) to business outcomes, informing program investment and executive reporting
• Identify opportunities across Customer Success tool strategy, including systems like Salesforce, Gainsight, Clari, Gong, and Tableau, and partner with senior leadership on investment priorities
• Act as senior escalation point for operational issues including broken workflows, data discrepancies, and urgent tooling problems
• Own the Quarterly Business Review process end-to-end, building templates with leaders and prioritizing business requests
• Partner closely with CS leaders, Product, Sales, Support, Finance, BI, and Revenue Operations on cross-functional initiatives
• Determine which programs are ready to scale, ensuring playbooks and standards hold up as coverage expands
• Own accountability for CS reporting trustworthiness, ensuring QA and governance practices maintain integrity under executive scrutiny
• Manage and develop a Senior Analyst, setting priorities, coaching, and elevating their work from tactical execution to insight-driven impact

What We're Looking For

• 8+ years of experience within a Revenue organization, driving productivity for Customer Success teams
• Prior people management experience required
• Experience owning or administering CS systems such as Salesforce, Gainsight, Clari, Gong, or Tableau
• Strong project management skills with ability to move ambiguous programs to scalable execution
• Proven ability to translate SaaS and Customer Success metrics (NRR, GRR, usage-based KPIs) into strategic narratives for senior and executive stakeholders
• Excellent communication skills and ability to work in a dynamic, fast-paced environment
• Experience working cross-functionally and building relationships with stakeholders across Product, Sales, Support, Finance, and BI
• Exceptional organizational skills and attention to detail
• Bonus: Experience with SQL, data warehouse tools (Snowflake, BigQuery), or BI platforms (Tableau)

How We Work With You

When you apply through Get A Job.ai, our talent team will review your background and conduct an initial screening to understand your experience and goals. If there's a strong match, we'll submit your profile to our client for consideration. Please note that all applications must go through Get A Job.ai—candidates should not contact the client organization directly during this process.

Pay

Pay via Get A Job.ai: $177,000–$195,000 USD base compensation. You may also be eligible for performance-based bonus, equity, and comprehensive benefits.

Equal Opportunity: Get A Job.ai is committed to equal employment opportunity and does not discriminate on the basis of race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other protected characteristic.