Customer Success Operations Manager

WHO WE ARE

Headquartered in Nashville, Tennessee, Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a seven-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand.

At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives.

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.

Reporting Structure & Role Positioning

Reports To: Manager, Strategic Initiatives & Operations

Role Relationships

The Customer Success Operations Manager serves as a key member of the Strategic Initiatives & Operations function and acts as an operational partner to Customer Success Leadership.

This role works closely with:

• VP, Customer Success

• Customer Success Managers and Team Managers

• Revenue Operations

• Product & Engineering

• Customer Enablement

• Implementation and Support teams

While CS Leadership owns customer outcomes, team management, and lifecycle strategy, this role provides the operational infrastructure, systems expertise, process governance, and workflow support necessary to execute those strategies effectively.

Strategic Initiatives & Operations Alignment

As part of the Strategic Initiatives & Operations team, this role will:

• Proactively identify operational gaps, process friction, system issues, and improvement opportunities.

• Bring forward recommendations, maintain visibility into active and proposed work, and execute prioritized initiatives in partnership with the Manager, Strategic Initiatives & Operations.

• Support strategic initiatives through workflow design, systems optimization, documentation, and operational readiness activities.

• Act as a liaison between Customer Success and cross-functional teams on system, process, and operational initiatives.

• Contribute to the continuous evolution of the Customer Success operating model through process improvement and operational excellence initiatives.

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.

Travel

Less than 15%

WE OFFER ALL FULL-TIME TEAM MEMBERS:

• A fun, fast-paced work environment

• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws

• 11 paid holidays

• Community and social events to keep you connected and engaged

• Mental Health Benefits

• Medical, Dental and Vision insurance

• Company-paid Group Life Insurance, Short- and Long-Term Disability

• Flexible Spending Account & Health Savings Account

• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice

• Pet Insurance

• 401 (k) with company match with eligibility on Day 1 of employment

• 2 Paid Volunteer Time Off Days

• And much more!

*Part-Time, Temporary, Contractor, and Intern positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs.

AAP/EEO Statement

Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.