Customer Success Manager

Customer Success Manager

Job Posted - 28/08/2026

• Full-time
• Reporting to the COO
• Working closely with the CRO, Account Executives and Sales Engineering
• Portfolio spans all US enterprise accounts
• Timezone (US PT/CT/ET)

Operata is building the world's first CX Observability platform for Cloud Contact Centers.

Our mission is to put 'people experience' at the heart of communications.

Operata's platform measures, optimizes and maintains communication performance to deliver the best customer (CX) and agent experiences (AX). By capturing metrics, logs, and traces across technical, operational, and experiential data, Operata uncovers valuable insights from billions of agent interactions.

IT teams rely on Operata to reduce Mean Time to Resolution (MTTR) and improve service delivery, while contact center teams leverage it to drive efficiencies and enhance key operational metrics.

Headquartered in Denver, Colorado, and Melbourne, Australia, Operata operates across sectors serving leading organizations including Pfizer, Centene, Barclays, 3M, Adobe.

As a Customer Success Manager (CSM), you sit at the intersection of product, delivery, and revenue. You drive adoption, make sure customers extract maximum value from Operata, and feed what you learn back into product development.

For some Customers Operata runs a structured land-and-expand model that starts with defined success criteria, baselines, and ROI metrics set contract commencement, you own the operational delivery that turns those criteria into evidence to support the expansion and are one of three people on an account:

• Sales Engineering owns pilot execution, technical configuration and integration build.
• The Account Executive owns relationship and stakeholder management, commercial conversations and expansion selling.
• Customer Success Manager, own operational delivery, adoption, value evidence and product signal capture, keeping the ROI model current, and writing up the value story the AE takes into the expansion conversation.

• Deliver service reviews that maintain strong stakeholder relationships, drive value realization, and embed Operata into customer workflows and business processes.
• Partner with the Account Executive and product team to identify expansion opportunities and build the case for them.
• Support the re-sign process with a current, defensible value narrative.

• Lead and coordinate the customer-side changes essential to the data collection required to realize Operata value.
• Help create customer messaging and assets that justify the customer's time and capital investment in changing how their data is collected.
• Help create internal and external process documentation to ease deployment, support, and updates.
• Support customers through their compliance and change-approval gates.
• Provide hands-on guidance to technical stakeholders to ensure timely execution of integration and configuration tasks.
• Monitor progress and elevate risks that could impact delivery timelines.
• Feed process and messaging improvements back to product and sales.

• Collaborate with the product team to capture, document, and validate customer requirements for new features and capabilities.
• Act as the voice of the customer internally, defining "what good looks like" from a user and business impact perspective.
• Capture customer signals as well‑formed product inputs a problem statement, who is affected, why it matters, and the evidence — rather than a forwarded request.
• Participate in product testing and validation alongside customers when required.
• Support customer feedback loops into the product lifecycle and partner integrations.

• Take on new accounts through a structured handoff from sales - contract and finance details plus a customer knowledge transfer conversation.
• Partner with Sales Engineering to ensure each pilot is scoped against clear, jointly understood success criteria, then pick up ownership of operational delivery as the pilot converts toward broader adoption.
• Own regular operational delivery on each account, while the…