The Role
The Manager of Customer Success (CS) Operations & Strategy is a critical partner to the Customer Success leadership team, responsible for enabling operational excellence and driving strategic initiatives that directly impact Net Dollar Retention (NDR), customer growth, and overall retention. This role sits at the intersection of strategy and execution—leading process optimization, reporting, systems support, and special projects to elevate the impact of the Customer Success function.
This role reports into the VP of GTM Strategy and collaborates deeply with the Manager of Sales Operations to align on cross-functional revenue goals and execution. You will be the operational engine that supports and scales a high-performing CS team.
This position is not eligible to be performed in Hawaii.
What You’ll Do
Operational Support
- Manage and improve the day-to-day operations of the Customer Success organization across segments
- Serve as a point of contact for CS team members on operational processes, tools, and reporting
- Partner with CS leadership to streamline workflows, improve team productivity, and evolve support models
Strategy & Process Execution
- Translate high-level CS strategies into scalable operational processes, workflows, and playbooks
- Own and maintain forecasting processes for renewals, expansions, and risk tracking
- Drive strategic initiatives that contribute to long-term customer health and revenue expansion
Systems & Tools Ownership
- Serve as the primary administrator and point of contact for Gainsight and other CS technology platforms
- Partner with Revenue Operations to ensure Salesforce is configured and maintained for CS needs
- Develop dashboards, automate reports, and support tooling efforts to reduce manual effort and increase visibility
Cross-Functional Collaboration
- Work closely with Sales, Product, Marketing, and Finance teams to align around customer lifecycle metrics, feedback loops, and shared goals
- Ensure that CS operational practices are integrated into broader GTM motions and systems
Analytics & Performance Measurement
- Monitor and report on key performance metrics (e.g., NDR, GRR, renewal rates, CSAT)
- Identify and address inefficiencies or blockers to CSM performance through root cause analysis and proactive planning
Success Metrics & KPIs
- Net Dollar Retention (NDR): Improved NDR through CS process and renewal forecast rigor
- CSM Efficiency: Measurable improvements in time-to-resolution, account coverage, and tool utilization
- Cost-to-Serve: Reduction in support and service costs through smarter workflows and process automation
- Renewal Accuracy: Improved forecasting accuracy and risk visibility across CS segments
- Operational Readiness: On-time delivery of strategic initiatives, system rollouts, and quarterly business reviews
Who You Are
- 5+ years of experience in Revenue Operations, Sales/CS Strategy, or Business Operations, with at least 3+ years focused on supporting Customer Success organizations
- 2+ years of management experience, developing and coaching team members
- Deep experience with Salesforce, Gainsight, and supporting CS or GTM tech stacks
- Strong project management skills with a proven track record of executing complex cross-functional initiatives
- Excellent communication, stakeholder management, and problem-solving skills
- Experience working with and influencing executive-level stakeholders
- Experience in a high-growth SaaS environment
- Background in customer journey mapping or lifecycle design
- Exposure to CS comp design, segmentation modeling, or cost-to-serve analysis
Benefits
Fundamentals:
- Medical / Dental / Vision / Disability / Life Insurance
- High Deductible Health Plan with Health Savings Account (HSA) option
- Flexible Spending Account (FSA)
- Access to coaches and therapists through Modern Health's platform
- Generous Time Off
- Company-wide Collective Pause Days
Family Support:
- Parental Leave Policy
- Family Forming Benefit through Carrot
- Family Assistance Benefit through UrbanSitter
Professional Development:
- Professional Development Stipend
Financial Wellness:
- 401k
- Financial Planning Benefit through Origin
But wait there’s more…!
- Annual Wellness Stipend to use on items that promote your overall well being
- New Hire Stipend to help cover work-from-home setup costs
- ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more
- Monthly Cell Phone Reimbursement
