The Customer Success Business Operations Manager defines, manages, and evaluates Customer Success operational strategies to ensure execution against established objectives.
This role leads cross-functional efforts to identify, track, and report Customer Success Key Performance Indicators (CS KPIs), providing actionable insights into Geo progress in CS methodology adoption and business execution.
Regularly contributes innovative approaches and methods for KPI management and operational improvement.
Works independently and as a leader on multifaceted projects, requiring robust evaluation of data and business scenarios.
Provides direction and guidance for process enhancements and policy development, representing Customer Success Operations in cross-functional initiatives and external engagements.

Bachelor's or Master's degree in Business Administration, Customer Success, Operations Management, or a related field.
Typically, 6+ years of experience in Customer Success, business operations, analytics, or related functional area.
Certifications or formal training in Customer Success (e.g., Customer Success Manager Certification, SuccessHACKER, Gainsight, or equivalent) are highly preferred.
Demonstrates strong attention to detail in KPI tracking, data validation, and reporting accuracy.
Advanced analytical thinking, technical analysis, and data manipulation skills, including proficiency in Power BI, Salesforce, Certinia, or similar platforms.
Strong business acumen and a deep understanding of Customer Success operations, methodologies, and industry best practices.
Excellent verbal and written communication skills, with the ability to prepare and present clear, actionable reports to senior leadership.
Outstanding project management skills, including experience leading large, cross-functional initiatives and managing complex projects.

Customer Success Business Operations Manager

Key skills