Manager, Customer Success - Operations

Manager, Customer Success Full Time | Sales | McLean, VA, US At Meazure Learning, we aim to empower open-minded, inquisitive, and driven individuals. Every team member brings something new to our culture, and together, we make a meaningful impact on the lives of millions of test-takers around the world. Our shared purpose is rooted in a single vision: To provide lifelong learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently. Our values—Hungry, Humble, Smart—guide everything we do. We’re looking for individuals who bring curiosity, emotional intelligence, and team‑first thinking to their work. If that sounds like you, let’s talk. The Role: The Manager, Customer Success – Operations has primary responsibility for long‑term success and retention of current partnerships by utilizing scaled customer success tactics to provide customer service to Meazure Learning’s customers. To accomplish this, the Manager Customer Success – Operations will develop strategies for engaging customers to optimize customer experience and help them achieve successful outcomes with Meazure Learning via CRM tools, data tracking, and scaled service with the Account Services Team. The Responsibilities: Manage customer success model with Account Services Team to improve customer retention, satisfaction, and product adoption across low‑ and mid‑tier customer segments. Lead the Customer Education Team with a focus on developing proactive, value‑added educational resources and enablement assets for both internal teams and customers. Own and manage customer health tracking, engagement activities, and customer success workflows within Totango. Work on strategic initiatives that support the OneMeazure strategy to standardize and streamline operations across the entire Customer Success organization. Oversee key customer success metrics including retention, adoption, customer satisfaction, engagement, and operational performance. Provide data‑driven insights and recommendations to leadership teams to improve customer outcomes and operational effectiveness. Support the continued evolution of customer experience frameworks, including onboarding, lifecycle management, customer health scoring, and risk management strategies. Desired Attributes: Approximately 5+ years of experience in Customer Success, Customer Operations, or a related customer‑facing role. Strong written and verbal communication skills with the ability to engage effectively across teams and customer audiences. Technical aptitude with proficiency in web‑based applications, Google Workspace, and Microsoft Office Suite. Strong organizational and prioritization skills with the ability to manage multiple initiatives, customer relationships, and operational responsibilities simultaneously. Strong execution mindset with the ability to develop scalable solutions and operational strategies. Comfortable using data and metrics to drive decisions, measure impact, and communicate recommendations. Skilled at troubleshooting and problem‑solving using a logical and systematic approach. Demonstrated professionalism, empathy, patience, and strong interpersonal judgment. Preferred Attributes: Totango, Salesforce, and PowerBI knowledge, experience, or expertise. Zendesk knowledge and ticket management. Benefits: Competitive base salary. Generous 401(k) plan with immediate vesting (100% of first 3%, 50% of next 2%). BCBS Health, Dental & Vision Insurance with substantial employer contributions. Flexible time off policy. Ongoing professional development opportunities. Remote and hybrid‑first work environment. A mission‑driven culture with supportive, high‑performing colleagues. Learn more at Meazure Learning is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. Meazure Learning is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Meazure Learning are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Meazure Learning will not tolerate discrimination or harassment based on any of these characteristics. #J-18808-Ljbffr Meazure Learning