Customer Success Operations Manager

Customer Success Operations Manager Overview

We are seeking a Customer Success Operations Manager to power the backbone of our Customer Success team. This role is focused on tooling, reporting, and process improvement, ensuring our Technical Success Managers (TSMs) have the systems and insights they need to deliver value to customers. You will own the administration of CS platforms, manage key reporting pipelines, and drive operational excellence across the organization.

Responsibilities

• Own day-to-day management of CS platform, including configuration, integrations, and ensuring adoption by TSMs
• Build and maintain dashboards in Datadog and Grafana to track customer health signals and platform performance
• Manage reporting pipelines from the database to support TSMs and leadership with accurate, actionable insights
• Provide light Salesforce administration (objects, fields, workflows, reports) to ensure CS data is structured and reliable
• Develop and automate reporting on customer adoption, engagement, segmentation, and risk signals
• Partner with CS leadership to create renewals forecasting dashboards and health score frameworks
• Ensure TSMs and leadership have timely access to consistent success metrics
• Document and optimize CS processes to improve efficiency and consistency
• Create repeatable playbooks for tracking customer journeys and success milestones
• Implement alerting mechanisms to notify TSMs of changes in customer usage or risk profiles
• Act as the central owner of CS tooling and backend workflows, reducing manual work for TSMs
• Ensure data integrity across Vitally, Salesforce, Datadog, and other platforms
• Continuously look for opportunities to automate reporting and operational tasks (GitLab for version control preferred)

Requirements

Nice to Haves