You’ll build the data, process, and tooling layer for Eve’s Customer Success organization.
Own CS analytics end-to-end: health scoring methodology, renewal forecasting, portfolio segmentation, and the dashboards that leadership and Finance rely on for decision-making
Design and operationalize playbooks that drive customer outcomes: onboarding workflows, risk intervention sequences, expansion motions, renewal execution
Use AI tools as part of your daily workflow: automating data pulls, building smarter alerting, finding patterns that manual analysis would miss
Build and maintain the CS tech stack. Clean data, working automations, tooling the team relies on. Partner with GTM Systems on shared infrastructure across the revenue stack
Deliver capacity planning, territory design, and comp modeling that keeps pace with a growing team and portfolio
Identify patterns across the portfolio: what’s driving churn and where onboarding stalls. Turn those into specific actions for CSMs and leadership
Partner with RevOps and Finance to make sure CS metrics (GRR, NRR, renewal forecasts) are calculated consistently, trusted across the business, and ready for executive reporting

5-8+ years in CS Operations, Revenue Operations, or Business Operations at a B2B SaaS company, with at least 2 years focused on Customer Success
Hands-on experience building health scores, renewal forecasting models, and portfolio segmentation frameworks
Strong SQL skills and comfort working directly with data warehouses
Experience implementing and administering CS platforms, including configuration, workflow design, and driving adoption across a team
Track record of designing processes that CSMs actually follow
Ability to translate data into narrative for leadership: what’s happening, why it matters, what to do about it
Comfortable using AI tools (Claude, ChatGPT, Copilot) for analysis, automation, and workflow design

Senior Manager, Customer Success Operations

Key skills