Manager, Customer Success Operations

Manager, CS Operations

Mursion · Remote · Full-Time

About Mursion

Mursion builds AI-powered simulation training for the skills that matter most — communication, leadership, empathy, and judgment. Our platform puts learners in realistic, high-stakes conversations and gives them a safe space to practice before those moments happen in real life. We work with enterprise organizations across healthcare, financial services, technology, and education who are serious about building human capability at scale.

The Opportunity

We're building the operational infrastructure that will define how Mursion serves customers. The CS org is evolving from a generalist model to a specialized, motion-based team — Strategic Enterprise, Strategic Partnerships, and a Scaled long-tail motion — and this role is the engine that makes all three work.

As Manager of CS Operations, you'll sit at the intersection of data, process, and people. You'll build the health scoring and risk intelligence that helps CSMs act before accounts churn. You'll coach and develop our Implementation Manager and improve the end-to-end launch experience. You'll design the programmatic motion that serves 100+ accounts without requiring 100+ hours of manual CSM work. And you'll systematize how the CS team operates so we spend more time driving customer outcomes and less time navigating internal friction.

This is a builder role. You're not inheriting a finished system — you're building it. If that's energizing, read on.

What You'll Own

Customer Health & Intelligence

Design and deploy a meaningful account health score — not a vanity metric, but a signal CSMs trust and act on

Build risk indicators and adoption insights that surface the right accounts at the right time

Own the utilization data infrastructure — zero accounts with no visibility by end of Q2

Build executive-ready reporting that connects platform usage to business outcomes

Partner with CS leadership to create a weekly account health digest that eliminates manual data pulling for CSMs

Implementation Excellence

Manage and coach the Implementation Manager, developing their skills in project management, client enablement, and cross-functional coordination

Own and continuously improve the implementation methodology — launch playbooks, handoff standards, milestone tracking, go-live verification

Drive time-to-value toward a 30-day target

Build and maintain implementation KPIs with full visibility for CS leadership

Scaled Customer Success

Design the operational foundation for our 100+ account long-tail segment — programmatic engagement, behavior-triggered communications, automated renewal plays

Build the infrastructure (tooling, playbooks, cadences) that allows a Scaled CSM/PM to effectively manage a high-volume book without high-touch coverage on every account

Define what "done" looks like for the Scaled motion and lead its launch

CS Operational Excellence

Standardize CS processes, playbooks, and documentation across all three customer motions

Improve cross-functional workflows with Sales (handoff), Talent Ops (staffing), Content (scenario delivery), and Support (ticket visibility)

Own HubSpot data quality with the support of RevOps — CSM fields, renewal deal structure, health score integration

Identify and eliminate the operational drag that diverts CS capacity from retention and expansion work