Explore Manager, Customer Success Operations jobs and discover a pivotal career at the intersection of customer success, data, and business process optimization. Professionals in this role are the strategic architects behind a scalable and efficient Customer Success (CS) organization. They build the operational infrastructure that enables CS teams to deliver exceptional value, drive customer retention, and achieve revenue goals. This is not a customer-facing role but an internal force multiplier, ensuring that systems, data, and processes empower customer-facing colleagues to do their best work. The core responsibility of a Manager, Customer Success Operations is to design, implement, and maintain the technology stack and workflows that underpin the customer journey. This typically involves serving as the primary administrator for key Customer Success Platforms (CSPs) like Gainsight, Planhat, or ChurnZero. They configure these systems, manage integrations with CRM and other tools, and ensure high data integrity across platforms. A significant part of the role is to translate business needs into technical solutions, building automated workflows, playbooks, and actionable dashboards that provide insights rather than just data. By eliminating manual work and creating consistency, they allow CS teams to focus on strategic customer relationships. Leadership and cross-functional collaboration are central to this profession. Managers often lead a team of operations specialists and partner closely with CS leadership, Finance, Marketing, and Product to align operations with broader company objectives. They operationalize the customer journey by defining key touchpoints, metrics, and processes for onboarding, adoption, and renewal phases. Their work includes developing health scores, managing customer feedback programs like NPS, and providing the reporting and analysis that guides strategic decision-making for the entire post-sales organization. Typical skills and requirements for these jobs include a blend of technical aptitude, analytical prowess, and project management. Candidates generally need proven experience with CSP administration, system integrations, and data management. Strong analytical skills are essential to interpret data and build insightful reports. Excellent project management and communication skills are required to lead initiatives and manage stakeholders. A deep understanding of customer success methodologies and key metrics like Net Revenue Retention (NRR) is fundamental. Ultimately, individuals in these jobs are proactive problem-solvers who are passionate about using technology and process to drive efficiency, scale operations, and directly contribute to customer and company growth. If you are a strategic thinker who excels at building order from complexity, Manager, Customer Success Operations jobs offer a high-impact career path.
