Customer Success Operations Manager

Swooped

March 16, 2025

12:05 PM

Swooped

Company size : 11-50 employees
Job Type & Title : Remote
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About Company:
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Skills:

Our client is seeking a Customer Success Operations Manager to join the team. The CS Operations function supports the Customer Success, Professional Services, Renewal Management, and Support teams.

As the CS Operations Manager, you will:

Optimize and standardize processes and workflows to enhance both customer satisfaction and operational productivity.
Equip internal teams with the right tools, visibility, systems, and processes to ensure customers achieve success.
Provide training and support to promote standardized tool usage and best practices, improving team efficiency and consistency.
Track key performance indicators (KPIs), analyze data to identify trends, and share insights on opportunities and risks.

Must Haves

Expertise with Salesforce Suite (CRM, Customer 360, Service Cloud, Communities).
Deep knowledge of Customer Success tools (e.g., Gainsight).
Experience with additional CS tools, such as Pendo, TaskRay, Smartsheet, and Asana.
Skilled in designing scalable processes that grow with the organization.
Detail-oriented, self-motivated, and a strong team player with a robust work ethic.
5+ years of experience in Customer Operations supporting a Customer Success team at a SaaS company.
Proven ability to develop and implement strategies that increase Customer Success team efficiency and effectiveness.
Strong program management, project management and organizational skills, with a history of managing multiple priorities effectively.
Exceptional communication and interpersonal skills, capable of influencing and collaborating effectively across teams.
Problem-solving aptitude with a proactive, solutions-oriented approach to overcoming challenges.
Advanced analytical skills, proficiency in Google Sheets/Excel/Looker/Databricks/Tableau etc, with the ability to interpret data and deliver actionable insights.

Swooped

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