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Senior Customer Success Operations Manager
Location
United States
Posted
5 days ago
Salary
Not specified
Job Description
Role Description
We’re looking for a Senior Customer Success Operations Manager to lead the strategy, systems, and operational processes that power customer retention and expansion. In this role, you’ll design and optimize the frameworks that support onboarding, product adoption, renewal, and growth across the customer lifecycle.
You’ll partner closely with Customer Success leadership as well as teams across Sales, Product, Finance, and Revenue Operations to ensure alignment on lifecycle processes, customer health metrics, and execution standards. This role plays a key part in enabling a high-performing Customer Success organization through scalable systems, data-driven insights, and operational excellence.
With an AI-forward mindset, you’ll leverage automation and predictive insights to proactively manage churn risk, improve customer outcomes, and expand the capacity of the Customer Success team in a high-growth SaaS environment.
What You'll Do
- Own and optimize the Customer Success technology ecosystem, ensuring systems are integrated, scalable, and aligned with lifecycle processes
- Administer and enhance CRM and Customer Success platforms while maintaining strong data governance and process integrity
- Design and implement automation that improves efficiency, reduces manual work, and enhances the customer experience
- Define and operationalize lifecycle workflows across onboarding, adoption, customer health monitoring, renewal, and expansion
- Partner with Customer Success leadership to translate strategy into scalable operational frameworks and playbooks
- Implement predictive customer health scoring and risk detection models using behavioral, engagement, and product usage data
- Develop reporting frameworks and dashboards that provide visibility into key metrics such as GRR, NRR, churn risk, product adoption, and time-to-value
- Deliver insights that inform renewal forecasting, expansion strategy, and resource allocation decisions
- Align cross-functional processes and SLAs with Sales, Product, Support, and Finance to ensure seamless customer handoffs
- Lead cross-functional projects that improve lifecycle execution, remove operational bottlenecks, and scale Customer Success processes
- Evaluate and implement new tools, automation, and AI-driven capabilities that enhance customer lifecycle management
- Establish governance, documentation, and best practices that support long-term operational scalability
The Impact You'll Have
At CompanyCam, your work makes a real impact. Whether you're writing code, supporting customers, or designing experiences, your contributions directly shape the product we deliver and the people we serve. We're building something that helps real people solve real problems—and we believe that kind of work is best done by a team that reflects the world around us.
- Building scalable operational systems that strengthen customer retention and expansion
- Improving visibility into customer health, lifecycle performance, and renewal risk
- Enabling Customer Success teams to operate more efficiently through automation and better tools
- Strengthening cross-functional alignment around the customer lifecycle
- Helping CompanyCam deliver stronger customer outcomes while supporting long-term revenue growth
Qualifications
- 5–7 years of experience in Customer Success Operations, Revenue Operations, Sales Operations, or similar roles within a B2B SaaS or high-growth technology company
- Strong experience designing and optimizing customer lifecycle processes in subscription-based businesses
- Hands-on expertise with Salesforce and Customer Success platforms such as Gainsight, ChurnZero, Totango, Catalyst, or similar tools
- Experience implementing automation, workflow optimization, and scalable operational frameworks
- Strong analytical skills with the ability to define KPIs, build dashboards, and translate data into strategic insights
- Experience partnering cross-functionally with Customer Success, Sales, Product, Finance, and RevOps teams
- Proven ability to lead complex operational initiatives from concept through execution
- Bachelor’s degree in Business, Finance, Analytics, or related field
- A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving
- A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems
Benefits
- This is a salaried position at CompanyCam. Our starting salary range is $123,000-$143,000 per year and is based on experience.
- We also offer meaningful equity and other benefits.
Job Requirements
- 5–7 years of experience in Customer Success Operations, Revenue Operations, Sales Operations, or similar roles within a B2B SaaS or high-growth technology company
- Strong experience designing and optimizing customer lifecycle processes in subscription-based businesses
- Hands-on expertise with Salesforce and Customer Success platforms such as Gainsight, ChurnZero, Totango, Catalyst, or similar tools
- Experience implementing automation, workflow optimization, and scalable operational frameworks
- Strong analytical skills with the ability to define KPIs, build dashboards, and translate data into strategic insights
- Experience partnering cross-functionally with Customer Success, Sales, Product, Finance, and RevOps teams
- Proven ability to lead complex operational initiatives from concept through execution
- Bachelor’s degree in Business, Finance, Analytics, or related field
- A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving
- A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems
Benefits
- This is a salaried position at CompanyCam. Our starting salary range is $123,000-$143,000 per year and is based on experience.
- We also offer meaningful equity and other benefits.
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