Senior Customer Success Operations Manager Revenue Operations Remote

Senior Customer Success Operations Manager

About Us:

Seismic is the Go-To-Market Performance company, driving how organizations turn their strategy into revenue. Seismic brings together signals from customer conversations, buyer engagement, governed content, coaching and seller behavior to turn intelligence into winning action. Through its AI revenue execution platform, the company equips customer-facing teams with the insights, governance, and contextual guidance they need to execute with confidence and deliver measurable business outcomes.

Trusted by 2,500 organizations and over 3.5 million users around the globe, Seismic is headquartered in San Diego with offices across North America, Europe and Asia-Pacific. Learn more at  (Opens in a new tab) .

Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here (Opens in a new tab) .

Overview:

The Senior Customer Success Operations Manager owns planning, decision support, and program execution for the Customer Success organization. The role builds business cases, prioritizes high-impact initiatives, and delivers executive narratives and recommendations that shape where the organization invests its post-sale effort. It partners closely with Rev Ops leadership, Customer Success, and Finance across the planning cycles that set segmentation, coverage, and capacity for the year.

This role is essential to transforming Customer Success from a reactive function into a proactive, strategic growth engine. The incumbent helps the organization deliver consistent customer value at scale while directly influencing retention and expansion outcomes.

Who you are:

8+ years of experience in Customer Success operations, revenue operations, strategy, or a comparable analytical role within a B2B SaaS business

Demonstrated ownership of segmentation, coverage, or capacity planning work that shaped how a post-sale organization was resourced

Strong quantitative skills, with fluency in retention, expansion, and adoption metrics and the ability to build a defensible business case from them

Experience presenting recommendations to senior leadership and translating analysis into a clear executive narrative

Must have hands‑on experience in Customer Success and CRM platforms such as Salesforce and Gainsight, and the reporting that sits on top of them

Proven ability to influence without authority across Sales, Marketing, Product, Support, and Professional Services

What you’ll be doing:

Customer Success Strategy and Planning

• Help evolve Customer Success strategy aligned to company growth objectives
• Translate company and go-to-market priorities into scalable post-sale motions
• Drive annual planning, segmentation strategy, and capacity modeling for Customer Success

Segmentation, Coverage, and Lifecycle Design

• Design and refine customer segmentation based on customer FTE count and ARR
• Design end-to-end customer lifecycle journeys, from onboarding through renewal and expansion
• Work with the CS Strategy team to identify opportunities to introduce or optimize digital, pooled, and high‑touch engagement models

Retention and Expansion Strategy

• Partner with Sales and Customer Success to define clear ownership and plays across renewal and expansion
• Identify leading indicators of churn and growth, and translate and operationalize them into proactive programs working with the CS Strategy team
• Support initiatives that increase product adoption and drive measurable business outcomes for customers

Performance Insights and Executive Reporting

• Working with the Senior Director, CS Operations and the Senior Manager, CS Operations
  - Data, define…