Job description
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Job Summary
We are seeking a Customer Success Operations Manager to drive operational excellence across our Customer Success organization. This role is ideal for a data-driven thinker with a passion for systems, strategy, and customer experience. You will play a central role in scaling how we deliver value to our customers, working in a fast-paced, high-growth environment.
This is a unique opportunity to:
Shape the systems and processes that power a growing Customer Success team.
Drive insights and strategy that influence customer experience and retention.
Work remotely with a collaborative, mission-driven team.
Gain exposure to executive leadership and contribute to company-wide initiatives.
Responsibilities
Own the design, implementation, and continuous improvement of Customer Success (CS) operations, systems, and reporting.
Manage and optimize Salesforce for the CS team, ensuring workflows, data integrity, and reporting align with business needs.
Partner with Customer Success, Sales, and Product teams to streamline the customer lifecycle from onboarding to renewal.
Evaluate and implement customer success software and tooling (e.g., Gainsight, ChurnZero, Vitaly) to enhance team efficiency and customer engagement.
Develop and maintain dashboards and analytics to measure team performance, customer health, and retention trends.
Build scalable processes to support a growing CS team across multiple business units.
Support forecasting, capacity planning, and segmentation strategies for Customer Success.
Lead cross-functional initiatives that improve customer experience, retention, and expansion.
Requirements
Must-Have:
3+ years of experience in Customer Success Operations, preferably at a SaaS company.
Strong Salesforce and related tech stack administration and reporting skills; ability to design and manage custom workflows and objects.
Proven ability to drive process improvements and scale operations in a fast-paced environment.
Excellent project management and communication skills.
Strong analytical mindset, with the ability to work with data to identify insights and drive decisions.
Nice-to-Have:
Experience with customer success platforms such as Planhat, ChurnZero, or Vitaly.
Background working in private equity-backed or multi-product SaaS environments.
Employee Referral Bonus
This position is eligible for a $1,000 employee referral
Access Referral Form Here
Salary Range Disclosure
The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork’s total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.
Salary Range
US Remote: $100,000.00 to $120,000.00 USD per year
