Customer Success Operations Manager
2 weeks ago
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
• 3+ years of experience in Customer Success Operations, Revenue Operations, or a related operations role
• Hands-on experience with Vitally (or similar CS platform such as Gainsight, ChurnZero, Totango)
• Experience with Datadog and Grafana for monitoring and visualization
• Proficiency in Athena or other SQL-based reporting environments • Salesforce administration skills at the object and reporting level
• Strong analytical ability to design, build, and automate dashboards and reports that tell a clear story
• Proven ability to translate CS team needs into repeatable, scalable workflows
• Experience with GitLab (or similar version control) for managing reporting and automation scripts
Nice to Haves
• Experience in renewals forecasting and segmentation modeling
• Familiarity with SIEM tools or security-focused reporting
• Exposure to scripting or automation (SQL, Python, or similar)
• Background in SaaS security, data-heavy, or technical CS environments What Success Looks Like
• CS leadership has accurate, real-time reporting on customer health, renewals risk, and adoption
• TSMs spend less time managing backend tools and more time driving value with customers
• Operational processes are documented, automated, and repeatable
• Tools and systems are managed proactively, with improvements suggested and implemented by this role
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