Sr Manager, Customer Success Operations

Overview

Couchbase, the operational data platform for AI, empowers businesses to bring data to life. Major market‑leading companies rely on Couchbase for mission critical operational, analytical, mobile and AI workloads. Built to replace legacy infrastructure, Couchbase provides a unified platform for performance, flexibility and global scale.

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. The role involves translating customer journey blueprints into repeatable processes, dashboards, and clean Salesforce workflows.

• Build and maintain data‑driven Customer Health Score combining support logs, milestones, and usage trends.
• Design and build centralized global dashboards in Salesforce and Tableau to measure GRR, NRR, and expansion pipelines; develop predictive forecasting models and manage renewal pipeline reviews.
• Partner with the Commercial Data & Analytics team to ingest product‑usage data from Databricks and create proactive alerts for expansion opportunities.
• Own deployment and integration of qualitative customer health metrics (NPS, CSAT, CES) with CS leadership.
• Translate lifecycle milestones into automated Salesforce logic, ensuring tracking, account assignment, and renewal pipeline management.
• Co‑author SOPs with the SVP and configure Salesforce tasks to enforce them.
• Maintain and optimize current post‑sale Salesforce workflows and prepare infrastructure for future CS tooling.
• Design and track CS incentive and commission structures with Sales Compensation/Ops team.
• Collaborate with Enablement to provide technical documentation and data definitions for onboarding.
• Own rollout of AI‑generated customer health alerts and coach teams on interpretation and action.
• Design compliance reporting in Salesforce to track data cleanliness and use dashboards for coaching.
• Ensure CSMs record critical milestones in Salesforce and translate progress into measurable data.
• Conduct feedback sessions with front‑line CSMs to refine workflows and reduce friction.

• 4–6 years in Customer Success Operations or Revenue Operations with experience managing data and processes in high‑growth enterprise SaaS.
• Hands‑on experience configuring Salesforce workflows, custom objects, and reports; familiarity with data logic and analytics platforms such as Databricks.
• Execution‑oriented professional who turns strategic frameworks into practical, working data models and clean workflows.
• A highly practical individual contributor focused on data accuracy, clear process documentation, and building tools for front‑line reps.

• Generous Time Off Program.
• Wellness benefits: medical, dental, vision, life insurance, and employee assistance programs.
• Financial planning: retirement program and business travel insurance.
• Career growth opportunities.
• Ergonomic in‑office and WFH setup; food and snacks for in‑office employees.

Couchbase is committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans’ status, or any other characteristic protected by law.