Customer Success Operations Manager; Remote
Position Overview
We are seeking a strategic, process-oriented, and data-driven Customer Success Operations Manager to join a fully remote team and build the operational backbone that powers a high-performing Customer Success organization. This role sits at the intersection of Customer Success, Revenue Operations (Rev Ops), data analytics, systems optimization, and lifecycle strategy
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As a Customer Success Operations Manager, you will design, implement, and continuously optimize the systems, processes, reporting frameworks, and performance metrics that enable Customer Success Managers (CSMs) to drive retention, expansion, customer health, and long-term value. You will transform Customer Success from reactive support into a scalable, proactive growth engine.
This is an ideal opportunity for professionals with experience in B2B SaaS, subscription models, lifecycle marketing, or revenue operations who thrive on building structure, improving efficiency, and connecting customer outcomes to revenue impact.
What You’ll Own Customer Success Systems & Process Design- Build and optimize end-to-end Customer Success workflows from onboarding to renewal and expansion
- Standardize playbooks for onboarding, adoption, QBRs, renewals, and churn prevention
- Develop lifecycle automation frameworks to support customer engagement
- Design scalable processes that support growth without proportional headcount increases
- Document SOPs and operational guidelines for consistent execution
- Define and track key Customer Success KPIs (retention rate, churn, NRR, GRR, expansion revenue, customer health score)
- Build dashboards and reporting systems that connect CS activity to revenue outcomes
- Develop customer health scoring models and predictive churn analysis
- Monitor leading indicators of risk and opportunity
- Provide executive-ready performance summaries and insights
- Own the Customer Success tech stack (CRM, CS platforms, automation tools)
- Optimize integrations across marketing automation, billing systems, and support platforms
- Implement automation for renewals, lifecycle communications, and task reminders
Evaluate and improve system efficiency and reporting accuracy - Partner with Rev Ops to ensure alignment between sales, marketing, and CS data
- Create renewal forecasting frameworks
- Support expansion revenue strategy through data segmentation and opportunity identification
- Improve renewal conversion rates through structured processes
- Align customer lifecycle milestones with revenue goals
- Support CSMs with playbooks and enablement materials
- Partner with Sales to ensure smooth handoffs from closed‑won to onboarding
- Collaborate with Product teams to share customer feedback and usage insights
- Work with Finance to align renewal forecasting and revenue projections
- Support Marketing with customer advocacy and lifecycle campaign alignment
- Act as the operational bridge between departments
- Clear visibility into customer health and retention metrics
- Reduced churn and increased net revenue retention (NRR)
- Automated, scalable onboarding and renewal workflows
- Strong alignment between Customer Success and Revenue Operations
- Accurate renewal forecasting and pipeline visibility
- Increased operational efficiency within the CS team
- 4–8+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, or similar roles
- Experience in B2B SaaS or subscription-based business models preferred
- Strong analytical skills and experience with dashboards and reporting tools
- Experience working with CRM systems and CS platforms
- Ability to design scalable processes and lifecycle frameworks
- Strong cross‑functional communication skills
- Comfortable working in fully remote, distributed environments
- Experience with customer health scoring models
- Familiarity with churn analysis and renewal forecasting
- Exposure to marketing automation and lifecycle campaigns
- Background in Rev Ops or business intelligence
- Experience scaling operations in high‑growth companies
- F…
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