Customer Success Operations Manager

• Define and own the core metrics, KPIs, and performance frameworks that govern Customer Success and Support, including forecasting, retention, expansion, and customer health
• Design and maintain CS dashboards and reporting that translate data into clear, actionable insights for CS leadership
• Own customer health scoring logic and segmentation models across high, medium, and low-touch customer segments
• Proactively surface trends, risks, and opportunities, influencing leadership decisions through data-backed recommendations
• Ensure accuracy, consistency, and trust in CS data across all systems of record
• Own the CS operating cadence, including forecasting rhythms, performance tracking, and planning cycles
• Execute day-to-day CS operations tasks that keep the business running (e.g., account assignments, weekly reporting, special projects, etc.)
• Design, document, and continuously improve CS processes such as book of business structure, capacity modeling, renewals workflow, and escalation paths
• Partner with CS and Support leadership to evolve the post-sales operating model as the business scales
• Drive cross-functional alignment with Sales, Product, and Marketing to improve customer experience and post-sales execution
• Own the CS technology stack end-to-end, from requirements gathering through configuration, rollout, and ongoing optimization
• Design and implement workflows, automations, and customer lifecycle journeys within HubSpot and adjacent CS tools
• Help to build and scale digital success programs across customer segments
• Evaluate tooling gaps and implement best practices, standardization, and automation to improve CS efficiency and effectiveness

• 4+ years of experience in Customer Success Operations, Revenue Operations with deep CS ownership, or management consulting with direct CS operating responsibility
• Proven experience owning CS metrics, health scoring, renewals forecasting, and post-sales performance management
• Hands-on experience with CS and SaaS technology stacks such as HubSpot, Gong forecasting, Pylon, Looker, and Gainsight, with strong expertise in HubSpot Sales and Service Hubs
• Advanced ability to build and maintain dashboards, reports, and data models that drive executive decision-making
• Strong analytical judgment with the ability to move beyond reporting into insight, prioritization, and recommendation
• Demonstrated success designing scalable CS processes and operating models in high-growth SaaS environments
• Strong project ownership skills with the ability to independently drive complex, cross-functional initiatives
• Comfort operating with ambiguity and shaping structure where none exists
• Builder mindset with a bias toward action and measurable impact
• Deep empathy for customer-facing teams and a strong investment in their success

HubSpot Sales Hub and/or Service Hub experience is strongly preferred

• Offers Equity
• competitive compensation
• equity
• generous perks
• comprehensive benefits