Customer Success Operations Manager
Ncontracts
Job Description
The Customer Success Operations Manager is responsible for optimizing the systems, processes, workflows, and operational infrastructure that support the Customer Success organization. This role serves as the operational owner for Customer Success business systems, including Salesforce , Churn Zero , Gong , Once Hub , Monday.com , and related platforms, and partners with Customer Success leadership to improve efficiency, consistency, scalability, and the customer experience.
This role supports the customer lifecycle through process design, system optimization, workflow management, documentation, and adoption support. Customer Success leadership retains ownership of customer outcomes, team management, and lifecycle strategy; this role provides the operational structure and system enablement needed to execute those strategies effectively.
Key Responsibilities
Customer Success Systems & Workflow Optimization
- Serve as the operational owner for Customer Success business systems, including Salesforce , Churn Zero , Gong , Once Hub , Monday.com , and related platforms.
- Partner with Customer Success leadership, Rev Ops, Product, IT, and other stakeholders to improve system functionality, workflows, automation, and user experience.
- Gather business requirements, support system configuration, coordinate testing, and assist with implementation of system and process changes.
- Evaluate and recommend enhancements to the Customer Success technology stack.
Process Governance & Operational Excellence
- Design, document, maintain, and improve Customer Success workflows and operational processes.
- Establish process governance standards that support consistency, accountability, and scalability.
- Identify operational inefficiencies and partner with stakeholders to implement practical, scalable solutions.
- Support change management for process and technology updates, including communication, rollout planning, and adoption support.
Documentation, SOPs & Adoption Support
- Create and maintain SOPs, process maps, work instructions, job aids, and reference documentation.
- Maintain internal knowledge repositories and ensure operational documentation remains accurate as systems and processes change.
- Develop self-service resources that help Customer Success team members understand and adopt tools, workflows, and processes.
- Communicate process and system changes clearly to impacted stakeholders.
Customer Lifecycle Operational Support
- Partner with Customer Success leaders and managers to support lifecycle programs, including onboarding, adoption, risk management, renewals, and expansion workflows.
- Support the implementation and maintenance of customer success programs, plays, and operational processes.
- Identify opportunities to improve efficiency and consistency throughout the customer journey.
- Assist with operational readiness for new initiatives that impact Customer Success teams or customer engagement.
Reporting & Operational Insights
- Maintain operational dashboards and reports that support process visibility, data quality, system usage, and workflow adherence.
- Provide light operational insights to help Customer Success leaders understand adoption, process health, and areas for improvement.
- Support data hygiene and process compliance efforts across Customer Success systems.
Qualifications
Required Qualifications
- Bachelor's degree in business administration, Operations, Information Systems, or a related field, or equivalent experience.
- 4+ years of experience in Customer Success Operations, Business Operations, Revenue Operations, Program Management, or a similar operational role.
- Hands-on experience supporting, administering, or optimizing business systems such as Salesforce , Churn Zero , Gong , Once Hub , Monday.com , or comparable platforms.
- Experience documenting and improving business processes, workflows, SOPs, and operational procedures.
- Strong project management, stakeholder management, and organizational skills.
- Ability to identify operational issues, recommend solutions, and drive improvements through execution.
- Excellent written and verbal communication skills, with the ability to translate business needs into clear process and system requirements.
- Strong attention to detail and commitment to follow-through.
Preferred Qualifications
- Experience supporting a SaaS Customer Success organization.
- Salesforce Administrator certification or equivalent system administration experience.
- Experience with workflow automation, system integrations, UAT, or business requirements documentation.
- Knowledge of customer lifecycle management, renewals, customer health programs, or customer engagement workflows.
- Experience developing operational documentation, SOPs, and internal knowledge resources.
Success Measures
Success in this role will be measured by the ability to improve the efficiency, consistency, and scalability of Customer Success operations. Key measures may include:
- Increased adoption and effective use of Customer Success business systems.
- Reduced manual effort through workflow improvements and automation.
- Improved consistency and adherence to documented Customer Success processes.
- Timely creation and maintenance of SOPs, process maps, and operational documentation.
- Successful implementation of system and process enhancements.
- Improved data quality and operational visibility across Customer Success systems.
- Positive feedback from Customer Success leaders, managers, and end users.
- Effective partnership with the Manager, Strategic Initiatives & Operations and cross-functional stakeholders.
- Proactive identification of operational gaps and delivery of practical, scalable solutions.
Work/Team Environment
A fun, fast-paced work environment that encourages teamwork and strong customer service skills.
Position Type/Expected Hours of Work
Full-time position Monday through Friday. Evening and weekend work may be required as job duties demand.
$106.85k - $156.71k
...their sleeves, take risks, act with integrity, and measure success by the value we create for our customers. We want 6sense to be the best chapter of your career. The Senior Customer Success Operations Manager is responsible for driving the operational efficiency and...SuggestedFull timeRemote work- ...Customer Success Operations Manager Company: Versapay Work Type: Remote Employment: Full Time, Contract, Temporary, Internship, Part Time, Seasonal, Volunteer Location: US Seniority: Mid Level Technologies: Salesforce, GTM systems, ZoomInfo, Salesloft, Gong, HubSpot, Calendly...SuggestedFull timeContract workTemporary workPart timeInternshipSeasonal workRemote work
- ...leads the industry in integrated risk management and compliance solutions, serving over... ...cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our... ...Job Description The Customer Success Operations Manager is responsible for optimizing...SuggestedFull timeTemporary workPart timeFor contractorsInternshipLocal areaRemote workMonday to FridayFlexible hoursAfternoon shift
- ...make a meaningful impact while working with exceptional people on technology that truly matters. We're looking for a Customer Success Operations Manager to own the systems, reporting, and process infrastructure behind Noma's post-sales organization. You'll partner...SuggestedTemporary workRemote workHome officeShift work
- ...mobile apps, to powering online orders, managing menus, consolidating delivery, and... ...independent restaurants to own their customer relationships and avoid inflated pricing... ...Position: As the Senior Sales & Customer Success Operations Manager, you will be the business...SuggestedFull timeLocal areaRemote work
$70 - $110 per hour
...specialised part-time consulting opportunity for experienced customer success and support operations professionals with strong expertise in customer experience, service delivery, account health, escalation management, and support performance. This role focuses on reviewing...Remote jobPart timeFor contractorsWork at officeFlexible hours$115k - $150k
.... Ambi Robotics builds and operates production AI-powered robotic systems that run 24/7 in customer environments across the USA.... ...We are rebuilding our Customer Success function and seeking an experienced... ...Customer Success Account Manager to own the post-sale journey for...Full timeLocal areaWork from homeShift work$104k - $130k
...working outdoors in the field with real customers. Our mission is to free people from... ...our team. Reporting to the Manager of Customer Success, the Customer Success Account Manager... ...agriculture, startup experience and fleet operations a plus. ~ Customer centric, data...Remote jobFull timeWork at officeNight shift$86.1k - $169.8k
...organization is to empower customers to accelerate business value... ...information technology) Service Management blood running in your veins?... ...real? As a Customer Success Account Manager (CSAM), you... ...services delivery. Experience operating in a matrixed, fast-paced, and...Ongoing contractLocal areaRemote workWorldwide- .... We love providing a positive impact for our customers and their customers. How we work We are a global... .... Are a figure it out kind of person. Operate as a team player. Responsibilities As a Customer Account Manager, you will play an integral role in providing an...Full timeRemote workWork from homeFlexible hoursNight shiftAfternoon shift
- ...organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and... ...and do not endorse products or services of GitLab. The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand...Full timeRemote work
- ...attrition, and delivering those insights to power student success and enrollment workflows. Today, we partner with 300+ colleges... ...difference for students. The Opportunity As a Customer Success Manager (CSM), you'll sit at the intersection of relationships and...Full timeRemote work
- ...meaningful role on a small, high-performing Customer Success team at a pivotal moment. As a CSM at Sourcegraph , you'll manage a book of 20 enterprise and commercial... ...curious, customer-oriented, and comfortable operating with a lot of autonomy. You don't need someone...Full timeShift work
- ...re a growing team, and as we scale, so does our need to focus on expanding our Customer Success team. You’ll be joining a people-focused company, and as an Enterprise Customer Success Manager (CSM) you will be a key player within the Vendavo organization, responsible...Full time
- ...Client Onboarding & Relationship Management Guide new clients through... ...relationships with customers throughout their journey.... ...Prior experience in customer success , customer support , account... ...Continuous Learning: Gain skills in operations, logistics, and customer...Remote workWork from homeHome officeFlexible hours
- ...Customer Success Manager (CSM) At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching... ..., please send an e-mail with your request to Recruiting Operations Team: ****@*****.***. Compensation Range Transparency...Work experience placementWork at officeLocal areaRemote workWorldwideRelocation packageFlexible hours3 days per week
- ...re a growing team, and as we scale, so does our need to focus on expanding our Customer Success team. You’ll be joining a people-focused company, and as an Enterprise Customer Success Manager (CSM) you will be a key player within the Vendavo organization, responsible...Full timeWork at officeWork from homeFlexible hours
$80k - $95k
...ZeroFox seeks a Customer Success Manager (CSM) to build and maintain post-sales relationships with various customers of diverse industries... ...customer experiences with the ZeroFox platform and larger operating environment Execute and refine scalable enablement programs...Full time$64.68k - $113.22k
...Signature Customer Success Account Manager Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities... .... Coordinate with sales, support teams, and UPS operations to deliver supply chain solutions. Value Creation / Proposals...Permanent employmentWork experience placementRemote workRelocationRelocation packageMonday to FridayFlexible hours- ...against far larger competitors by out-executing them. The Opportunity Our partner is hiring their first dedicated Customer Success / Account Manager to own the post-sale relationship for a fast-growing book of enterprise home-services accounts. This is a revenue-...Full time
- ...Radar Customer Success Manager / Enterprise Customer Success Manager Radar is the global leader in geolocation, with geofencing SDKs, maps... ...APIs, and AI-enabled solutions for marketing, fraud, and operations teams. We're hiring a Customer Success Manager / Enterprise...Work at officeRemote workMonday to Thursday
- ...for some of ElevenLabs' most exciting customers across Southern Europe, sitting at the intersection... ...renewals, expansion and cross-sell . Success here means driving real revenue... ...~5+ years of Customer Success, Account Management or Technical Account Management experience...Full timeWork at officeRemote work
- ...ROLE SUMMARY Ciroos is hiring a Technical Customer Success / Customer Program Manager to own the customer program from onboarding through adoption — connecting... ...“what's next, who owns it, and when will it be done” operator: organized, persistent, and comfortable creating...Full time
$104.8k - $176.4k
...organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and... ...services of GitLab. An overview of this role As a Customer Success Operations Manager at GitLab, you will own the operational processes,...Remote jobFull timeHome office$129.2k - $192.75k
...agreements to life. Over 1.5 million customers and more than a billion... ...With intelligent agreement management, Docusign unleashes business... ...-term value, growth, and successful renewals while acting as a trusted... ..., Legal, Product, Revenue Operations, Pricing, and Customer...Full timeContract workWork experience placementWork at officeLocal areaRemote workShift work- ...Job Summary: The Customer Success Team Manager operates at a strategic level, overseeing a team of CSMs and driving the execution of department-wide initiatives. The Team Manager develops and implements strategies to improve customer satisfaction, reduce churn, and...Full timeContract workRemote work
- ...targeted revenue from our existing customers, focusing on supporting the... ...identifying key targets and operating an engagement strategy,... ...s ecosystem. Review with management to understand key objectives... ...Management or Customer Success role. ~ Proven ability to...Full timeFlexible hours
$35k - $40k
...demand, converts it, and helps operators run their business day to... ...corporations are taking their customers, bleeding their profits, and... ...top talent from the most successful companies in SMB software, including... ...Associate Customer Success Manager to join our team. In this...Work at officeLocal areaRemote work- ...provider of open source software and operating systems to the global enterprise and... ...engineering innovation and IoT. Our customers include the world’s leading public cloud... .... We are hiring a Customer Success – Team Manager. To support Canonical’s growth,...Full timeWork at officeLocal areaRemote workWork from homeWorldwideFlexible hours
$95k - $118k
...Enterprise Customer Success Manager – State Lead (Louisiana) Location: Remote - Must be based in Louisiana Travel: This role requires... ...allow leaders to focus on strategy while we handle people operations — and this search is no exception. We are exclusively engaged...Full timeRemote workFlexible hours
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Customer Success Operations Manager. Be the first to apply!
- customer advocacy manager Remote
- customer retail manager Remote
- customer service supervisor Remote
- customer service project manager Remote
- senior manager customer experience Remote
- bilingual customer service manager Remote
- director customer operations Remote
- director customer care Remote
- manager customer experience Remote
- senior manager customer operations Remote




