Senior Manager, Customer Success Operations

Ryan

. Build, manage, and continuously improve the systems, data, reporting, processes, and operational discipline that enable Customer Success to scale effectively .

Posted 10/9/2026full-timePlano • New York • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success Operations, including the administration of platforms like ChurnZero and the development of scalable processes, workflows, and reporting. Strong analytical skills are essential for managing operational initiatives and improving data governance and quality.

Highest-signal resume keywords

Customer Success OperationsChurnZero AdministrationData GovernanceOperational Process ImprovementCross-Functional Project Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Lifecycle ManagementReporting and AnalyticsWorkflow DevelopmentHealth ScoringSegmentationAutomationSQLMicrosoft ExcelData AnalysisOperational Metrics

Soft Skills

Analytical SkillsProblem-Solving SkillsInterpersonal SkillsCommunication SkillsProject Management

Tools & Technologies

ChurnZeroSalesforceBusiness Intelligence ToolsReporting ToolsAdvanced Microsoft Excel

Industry Keywords

Customer SuccessRevenue OperationsSales OperationsBusiness OperationsGross Revenue RetentionNet Revenue RetentionChurnRenewalsExpansionAdoption

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Build, manage, and continuously improve the systems, data, reporting, processes, and operational discipline that enable Customer Success to scale effectively
Translate business needs and customer strategies into scalable operational processes, tools, and system workflows
Lead cross-functional meetings, projects, and operational initiatives, establishing ownership, timelines, deliverables, and next steps
Collaborate with Finance, Human Resources, Revenue Operations, Product, Technology, and other stakeholders to resolve operational issues and improve processes
Provide operational expertise, insights, and recommendations to Customer Success leadership
Design and operationalize customer lifecycle processes covering renewals, customer risk, churn, expansion, account management, customer health, adoption, and escalations
Develop and maintain Customer Success platform playbooks, journeys, alerts, health scores, segmentation, workflows, dashboards, and automation
Use customer and operational data to identify trends, risks, and opportunities and translate findings into actionable recommendations
Own Customer Success reporting, dashboards, and performance analysis
Establish and maintain data governance standards
Serve as primary business owner and administrator of the Customer Success platform, including ChurnZero or a comparable solution
Evaluate processes for standardization, simplification, automation, and scalability
Own preparation and validation of Customer Success compensation and incentive reporting
Independently identify operational issues, develop solutions, and drive initiatives through completion
Develop and maintain documentation, reporting standards, workflows, and operational processes to support sustainable growth
Lead projects and cross-functional initiatives and provide functional leadership without direct reporting authority

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Analytics, Finance, Information Systems, or a related field, or equivalent practical experience
Seven or more years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Operations, analytics, or a related discipline
Demonstrated experience independently owning operational programs, systems, processes, or functional capabilities
Experience administering a Customer Success platform such as ChurnZero, Gainsight, Totango, or a comparable solution
Experience developing workflows, reporting, automation, dashboards, health scoring, segmentation, or customer lifecycle programs
Experience working with Customer Success metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn, renewals, expansion, adoption, and customer health
Experience improving data quality, governance, reporting, and operational processes
Experience leading cross-functional projects and influencing stakeholders without direct authority
Strong analytical and problem-solving skills
Strong knowledge of Customer Success operations, metrics, processes, and systems
Ability to independently manage complex operational initiatives from identification through implementation
Strong systems aptitude with the ability to develop expertise in and administer business-critical platforms
Ability to design scalable processes, workflows, reporting, and automation
Strong project management, organization, prioritization, and follow-through skills
Ability to bring structure and clarity to ambiguous or evolving business needs
Strong interpersonal skills with the ability to influence and build effective relationships across functions and organizational levels
Excellent written and verbal communication skills
Ability to balance strategic thinking with hands-on execution
Self-directed with the ability to operate effectively with limited structure, precedent, or day-to-day direction
Proficiency in Microsoft Excel and reporting and analytics tools
Experience supporting compensation or incentive reporting preferred
ChurnZero, Salesforce, business intelligence/reporting, advanced Microsoft Excel, and SQL experience preferred

Benefits

Comp & perks

Hybrid Work Options
Award-Winning Culture
Generous Personal Time Off (PTO) Benefits
14-Weeks of 100% Paid Leave for New Parents (Adoption Included)
Monthly Gym Membership Reimbursement OR Gym Equipment Reimbursement
Benefits Eligibility Effective Day One
401K with Employer Match
Tuition Reimbursement After One Year of Service
Fertility Assistance Program
Four-Week Company-Paid Sabbatical Eligibility After Five Years of Service