Sr Manager, Customer Success Operations

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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: Design and deploy automated data compliance reporting within Salesforce (SFDC) to track data cleanliness. Use these compliance dashboards as a coaching tool for CS leadership and team members, highlighting missing inputs, out-of-date fields, and areas of improvement to elevate overall CRM data fidelity.

Journey Milestone Output Tracking: Establish change frameworks that ensure CSMs consistently track critical Customer Success journey milestones (e.g., implementation sign-off, executive business re…