Customer Success Operations Manager

Customer Success Operations Manager

Ironclad is the leading AI contracting platform that transforms agreements into assets. Contracts move faster, insights surface instantly, and agents push work forward, all with you in control. Whether you’re buying or selling, Ironclad unifies the entire process on one intelligent platform, providing leaders with the visibility they need to stay one step ahead. That’s why the world’s most transformative organizations, from OpenAI to the World Health Organization and the Associated Press, trust Ironclad to accelerate their business.

Hybrid role based out of our San Francisco office. Office attendance is required at least twice a week on Tuesdays and Thursdays for collaboration and connection. There may be additional in‑office days for team or company events.

We’re looking for a Customer Success Operations Manager to be a strategic thought partner to CS leadership and a force multiplier for our growing team. This person will be both analytical and action‑oriented — able to dive deep into data to surface insights, anticipate future needs, and build scalable processes that support a high‑performing Customer Success function. The ideal candidate thrives in ambiguity, drives initiatives with minimal direction, ensures process compliance, and proactively identifies areas of risk and opportunity to support customer and business success.

• Partner with CS leadership to shape the future of the CSM function by anticipating scaling challenges, operational bottlenecks, and emerging customer needs.
• Build and maintain a world‑class customer success toolkit that enables each CSM to deliver consistent, high‑quality customer experiences — including standardized processes and templates for internal & customer meetings.
• Design and refine customer journey touchpoints, internal workflows, and engagement models that optimise CSM capacity and drive measurable value.
• Identify gaps in process or execution, emerging trends in customer challenges, and proactively develop remediation strategies to improve outcomes and efficiency.

• Develop a deep understanding of the metrics that drive Ironclad’s Customer Success strategy and convert data into actionable insights.
• Track and analyze leading indicators of customer health, adoption, and retention; provide clear reporting and recommendations to CS leadership.
• Proactively identify pockets of risk (e.g., stalled implementations, low engagement) and opportunity (e.g., expansion potential, power‑user behaviour) through a combination of systems data and qualitative feedback.
• Ensure data accuracy and consistency across key systems (e.g., Salesforce, Catalyst); implement routines and controls to uphold data integrity and compliance.
• Act as a bridge between business and technical teams, translating business requirements into technical specifications for BI stakeholders and communicating complex data insights to both technical and non‑technical audiences.

• Enforce operational compliance by ensuring CSMs are following defined processes, capturing the right data, and maintaining quality standards in customer execution.
• Lead cross‑functional coordination (e.g., Professional Services, Sales, Product, Support) to improve account planning, risk mitigation, and customer transitions.
• Build, iterate, and document scalable processes that increase efficiency, accountability, and repeatability across the CS org.
• Maintain a central knowledge base of CS operations and best practices; ensure ongoing team alignment and adoption.
• Manage CS operations tasks and programs end‑to‑end, including reporting, tooling, systems management, and special projects.

• 5‑7+ years in GTM Strategy & Operations or Analytics roles, with at least 3 years supporting a Customer Success organisation.
• Proven ability to design, implement, and scale processes across a growing team.
• Analytical mindset with strong attention to detail — able to extract insights from complex data and make clear recommendations.
• Familiarity with Customer Success platforms and metrics (e.g., Catalyst, Salesforce, health scores, NRR, time‑to‑value).
• Strong project management…