Senior Manager, Customer Success Operations

What You’ll Do:

Lead, coach, and develop the CS Operations team, including a CS Analyst and a Gainsight Administrator. Set clear goals, give regular feedback, and manage priorities and intake so the team focuses on what matters most to retention and growth.
Own the CS metrics framework, including gross revenue retention and net revenue retention, churn, customer health, adoption, time-to-value, and risk forecasting. Establish benchmarks by segment and region, and turn trends into recommendations for resourcing, coverage, and customer engagement strategy.
Own the strategy and governance of the CS tech stack (Gainsight, Staircase AI, Salesforce, and Gong), with your Admin handling day-to-day configuration. Ensure data flows cleanly between systems and is trusted and well documented.
Turn customer signals, such as Gong call insights, Staircase relationship and sentiment data, usage, and support activity, into timely risk and opportunity alerts for CSMs.
Identify, prioritize, and help implement agentic and AI-assisted workflows across the customer lifecycle, such as account research and QBR prep, call summarization, risk detection, renewal preparation, and CS data hygiene. Define success metrics and human-in-the-loop guardrails for each.
Support renewal and forecasting rigor and optimize coverage by partnering with CS and Sales leadership on forecast inputs, risk reviews, CSM capacity, book-of-business design, and segmentation.
Establish repeatable processes, playbooks, and enablement for CSMs across escalation, QBR and renewal motions as the business scales.
Champion the voice of the customer by synthesizing feedback and behavioral trends into insights for CS, Sales & Product.

What You’ll Bring:

5+ years of professional experience in Customer Success, Customer Success Operations, or a closely related post-sale role, with at least 2 years in a CS or CS Ops function
2+ years of experience leading, managing, or formally mentoring others, such as analysts, administrators, or CSMs, with a track record of developing people
Strong working knowledge of Gainsight and hands-on Salesforce experience, plus working experience with Gong and Staircase AI (or similar conversation and relationship intelligence tools)
Strong analytical skills with a proven record of measuring and benchmarking key CS metrics (retention, churn, NRR/GRR, health, adoption) and translating the data into decisions
Experience with SaaS or subscription-based business models, ideally with enterprise customers
Ability to prioritize competing requests, communicate clearly with CSMs and executives, and collaborate across Sales, Support, Product, Finance, and RevOps

Nice to Have:

Prior experience as a CSM or CS leader, bringing firsthand understanding of the day-to-day customer motion
Experience designing, piloting, or scaling AI-assisted or agentic workflows in a CS or revenue organization
Experience building out an Operations or Analytics team, managing a technical administrator, or leading change management and CS enablement
Strong SQL and BI skills (e.g., Snowflake, Tableau, Looker)
Experience in ecommerce, retail, marketing technology, or UGC/reviews platforms, or supporting a global CS team