Senior Customer Success Operations Manager

Overview The Senior Customer Success Operations Manager owns planning, decision support, and program execution for the Customer Success organization. The role builds business cases, prioritizes high-impact initiatives, and delivers executive narratives and recommendations that shape where the organization invests its post-sale effort. It partners closely with RevOps leadership, Customer Success, and Finance across the planning cycles that set segmentation, coverage, and capacity for the year. This role is essential to transforming Customer Success from a reactive function into a proactive, strategic growth engine. The incumbent helps the organization deliver consistent customer value at scale while directly influencing retention and expansion outcomes. Who you are: 8+ years of experience in Customer Success operations, revenue operations, strategy, or a comparable analytical role within a B2B SaaS business Demonstrated ownership of segmentation, coverage, or capacity planning work that shaped how a post-sale organization was resourced Strong quantitative skills, with fluency in retention, expansion, and adoption metrics and the ability to build a defensible business case from them Experience presenting recommendations to senior leadership and translating analysis into a clear executive narrative Must have hands-on experience in Customer Success and CRM platforms such as Salesforce and Gainsight, and the reporting that sits on top of them Proven ability to influence without au