Onboarding process execution: manage logistics, prerequisites (IT setup, user lists, compliance follow-up), and setup workflows fed by Sales and tailored to customer specificities (e.g., quarterly origination, primer production)
Portfolio health reporting: build and maintain dashboards tracking consumption KPIs, servicing NPS, and renewal timelines
Weak signal detection: monitor usage and engagement patterns, escalate risks to Strategic Client Partners or leadership with recommended actions
Nurturing infrastructure: design and operate automated engagement sequences — content pushes, usage-based triggers, re-engagement workflows
Leadership & Strategic Client Partner support: prepare renewal decks, track action items, coordinate cross-functional delivery, and maintain account plans

2+ years in Customer Success Operations, CS Ops, Rev Ops, or Sales Ops within a B2B SaaS environment
Demonstrated experience building processes or playbooks from scratch (not just executing existing ones)
Hands-on proficiency with building systems including workflow automation, not just data entry
Dashboard/reporting experience with tools like Airtable
Skilled at building rapport, cultivating trust, and maintaining strong relationships with diverse client bases.
Demonstrated success in consistently achieving or surpassing performance objectives.
Adept at leveraging data analysis to identify opportunities and forecast growth trends effectively.
Fluent English
Exposure to consulting, professional services, or intelligence/research firms is a plus

Customer Success Operations Manager

Key skills