Customer Success Operations Manager

WHO WE ARE

Headquartered in Nashville, Tennessee, Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a seven-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand.

At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives.

The Customer Success Operations Manager is responsible for optimizing the systems, processes, workflows, and operational infrastructure that support the Customer Success organization. This role serves as the operational owner for Customer Success business systems, including Salesforce, Churn Zero, Gong, Once Hub, , and related platforms, and partners with Customer Success leadership to improve efficiency, consistency, scalability, and the customer experience.

This role supports the customer lifecycle through process design, system optimization, workflow management, documentation, and adoption support. Customer Success leadership retains ownership of customer outcomes, team management, and lifecycle strategy; this role provides the operational structure and system enablement needed to execute those strategies effectively.

• Serve as the operational owner for Customer Success business systems, including Salesforce, Churn Zero, Gong, Once Hub, , and related platforms.
• Partner with Customer Success leadership, Rev Ops, Product, IT, and other stakeholders to improve system functionality, workflows, automation, and user experience.
• Gather business requirements, support system configuration, coordinate testing, and assist with implementation of system and process changes.
• Evaluate and recommend enhancements to the Customer Success technology stack.

• Design, document, maintain, and improve Customer Success workflows and operational processes.
• Establish process governance standards that support consistency, accountability, and scalability.
• Identify operational inefficiencies and partner with stakeholders to implement practical, scalable solutions.
• Support change management for process and technology updates, including communication, rollout planning, and adoption support.

• Create and maintain SOPs, process maps, work instructions, job aids, and reference documentation.
• Maintain internal knowledge repositories and ensure operational documentation remains accurate as systems and processes change.
• Develop self-service resources that help Customer Success team members understand and adopt tools, workflows, and processes.
• Communicate process and system changes clearly to impacted stakeholders.

• Partner with Customer Success leaders and managers to support lifecycle programs, including onboarding, adoption, risk management, renewals, and expansion workflows.
• Support the implementation and maintenance of customer success programs, plays, and operational processes.
• Identify opportunities to improve efficiency and consistency throughout the customer journey.
• Assist with operational readiness for new initiatives that impact Customer Success teams or customer engagement.

• Maintain operational dashboards and reports that support process visibility, data quality, system usage, and workflow adherence.
• Provide light operational insights to help Customer Success leaders understand adoption, process health, and areas for improvement.
• Support data hygiene and process compliance efforts across Customer Success systems.

Reports To:

Manager, Strategic Initiatives & Operations

• VP, Customer Success
• Customer Success Managers and Team Managers
• Revenue Operations
• Product & Engineering
• Customer Enablement Implementation and Support teams

While CS Leadership owns customer outcomes, team management, and lifecycle strategy, this role provides the operational infrastructure, systems expertise, process governance, and workflow support necessary to execute those strategies effectively.

As part of the Strategic Initiatives & Operations team, this role will:

• Proactively identify operational gaps, process friction, system issues, and improvement opportunities.
• Bring forward recommendations, maintain visibility into active and proposed work, and…