CompanyCam is hiring a Senior Customer Success Operations Manager to lead the strategy, systems, and operational processes that power customer retention and expansion. You will design and optimize frameworks supporting onboarding, product adoption, renewal, and growth across the entire customer lifecycle.
What You'll Do
- Own and optimize the Customer Success technology ecosystem, ensuring systems are integrated, scalable, and aligned with lifecycle processes.
- Administer and enhance CRM and Customer Success platforms while maintaining strong data governance and process integrity.
- Design and implement automation that improves efficiency, reduces manual work, and enhances customer experience.
- Define and operationalize lifecycle workflows across onboarding, adoption, customer health monitoring, renewal, and expansion.
- Partner with Customer Success leadership to translate strategy into scalable operational frameworks and playbooks.
- Implement predictive customer health scoring and risk detection models using behavioral, engagement, and product usage data.
- Develop reporting frameworks and dashboards that provide visibility into key metrics such as GRR, NRR, churn risk, product adoption, and time-to-value.
- Deliver insights that inform renewal forecasting, expansion strategy, and resource allocation decisions.
- Align cross-functional processes and SLAs with Sales, Product, Support, and Finance to ensure seamless customer handoffs.
- Lead cross-functional projects that improve lifecycle execution, remove operational bottlenecks, and scale Customer Success processes.
- Evaluate and implement new tools, automation, and AI-driven capabilities that enhance customer lifecycle management.
- Establish governance, documentation, and best practices that support long-term operational scalability.
What We're Looking For
- 5–7 years of experience in Customer Success Operations, Revenue Operations, Sales Operations, or similar roles within a B2B SaaS or high-growth technology company.
- Strong experience designing and optimizing customer lifecycle processes in subscription-based businesses.
- Hands-on expertise with Salesforce and Customer Success platforms such as Gainsight, ChurnZero, Totango, Catalyst, or similar tools.
- Experience implementing automation, workflow optimization, and scalable operational frameworks.
- Strong analytical skills with the ability to define KPIs, build dashboards, and translate data into strategic insights.
- Experience partnering cross-functionally with Customer Success, Sales, Product, Finance, and RevOps teams.
- Proven ability to lead complex operational initiatives from concept through execution.
- Bachelor’s degree in Business, Finance, Analytics, or related field.
Nice to Have
- A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving.
- A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems.
Technical Stack
- Salesforce
- Customer Success platforms (Gainsight, ChurnZero, Totango, Catalyst, or similar)
Team & Environment
Partner closely with Customer Success leadership as well as teams across Sales, Product, Finance, and Revenue Operations.
Benefits & Compensation
- Salary: $123,000-$143,000 per year
- Meaningful equity
- Other benefits (link provided)
Work Mode
This is a remote position open to candidates based in the United States.
CompanyCam is an equal-opportunity employer committed to respect, inclusion, and growth. We work hard, take responsibility, and support each other.
