Sr Manager, Customer Success Operations

Couchbase, the operational data platform for AI, empowers businesses to succeed by bringing data to life in new ways. Major market‑leading companies rely on Couchbase for mission critical operational, analytical, mobile and AI workloads. Built to replace legacy infrastructure and fragmented data services, Couchbase empowers enterprises with a unified platform architected for performance, flexibility and global scale.

With Couchbase, organizations bring their data to life, launching game‑changing customer experiences, exploring the limitless potential of AI, and seamlessly extending applications from the cloud to the edge and beyond. Couchbase’s AI‑ready technology and enterprise partnership model eliminate complexity and reduce total cost of ownership, enabling teams to stay agile, innovative and secure.

Want to be part of our story? Apply today!

We are seeking a hands‑on Sr. Manager of Customer Success Operations to partner directly with our SVP of Customer Success to operationalize and launch our newly designed CS function. In this role, you will be responsible for taking established customer journey blueprints, milestones, and data sources and translating them into repeatable processes, actionable dashboards, and clean Salesforce workflows. This is a manager‑level role for an execution‑focused operator who wants to build the data and process foundations for a modern, revenue‑generating customer success organization from scratch.

Core

Responsibilities
1. Data, Health, & Consumption Signals Health Score Formulation:
Build and maintain the company's data‑driven "Customer Health Score" combining support logs, customer milestones, and usage trends into clear risk indicators.

Retention Reporting and Forecasting:
Design and build the baseline, centralized global dashboards within Salesforce and Tableau to measure and track Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and expansion pipelines. Build the predictive forecasting models and manage the weekly/monthly renewal pipeline reviews

Consumption-Driven Growth Alerts:
Partner with the Commercial Data & Analytics team to ingest product‑usage and consumption data from Databricks, transforming raw telemetry into proactive system alerts that flag expansion, cross‑sell, and upsell opportunities.

• Voice of the Customer (VoC) Data:
  Own the deployment and data integration of tracking qualitative customer health metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), or Customer Effort Scores (CES) partnering with CS leadership team.

2. Process Design & Salesforce Workflow

• Milestone Operationalization:
  Translate established customer lifecycle milestones into hard system logic within Salesforce, ensuring automated tracking, account assignment, and pipeline management from sales handoff through renewal.
• Co-Authoring Playbooks:
  Collaborate with the SVP of Customer Success to write and codify standard operating procedures (e.g., onboarding handoffs, escalation protocols for at‑risk accounts) and configure the Salesforce tasks that enforce them.
• Technology Stack Evolution:
  Maintain and optimize current post‑sale Salesforce workflows, while scoping and preparing the infrastructure for future dedicated CS tooling modules as the function scales.

3. Performance, Incentives, & Enablement

• CS Compensation Tracking:
  Partner with the core Sales Compensation/Ops team to design, track, and manage the performance incentive and commission structures specific to the newly formed CS organization.
• Enablement Partnership:
  Collaborate with the centralized Enablement team to co‑own CS onboarding by providing the necessary technical documentation, system user guides, and data definitions to drive process adoption.

4. Change Management & Process Adoption

• AI‑Driven Alert Adoption & Behavior Management:
  Own the rollout and ongoing team adoption of AI‑generated customer health alerts. Partner with CS enablement to coach team members on how to interpret and act on predictive behavioral triggers (e.g., AI‑flagged drops in feature utilization or negative sentiment trends) to ensure proactive, rather than reactive, account management.
• SFDC Data Quality & Compliance
  
  Coaching:
  
  De…