Design and manage standardized onboarding workflows that reduce time-to-value, ensure consistency across customers, and create a repeatable, measurable experience from contract sign to go-live.
Build and maintain customer health scoring models that give CS teams early warning on churn risk and actionable signals for expansion—integrating product usage, engagement, and CRM data.
Own the operational processes for renewal and expansion, including pipeline tracking, playbook documentation, and the CRM workflows that ensure nothing falls through the cracks.
Build and maintain the dashboards and reports that give CS leadership visibility into retention performance, customer health, and team efficiency—supporting both operational decisions and executive reporting.
Map and optimize the full customer lifecycle—from onboarding through adoption, renewal, and expansion—identifying friction points and building solutions that scale.
Partner with CS leaders to identify at-risk customers early and design the interventions, escalation paths, and playbooks that protect retention.
Work closely with Sales, RevOps, and Systems teams to ensure post-sale processes are connected to pre-sale data and that CRM reflects the reality of the customer relationship.

5+ years in Customer Success Operations, Revenue Operations, or a similar post-sale operational role at a B2B SaaS company
Strong understanding of the customer lifecycle and the operational levers that drive retention and expansion
Hands-on experience with CRM platforms (Salesforce strongly preferred) and CS tooling (Gainsight, ChurnZero, Totango, or similar)
Analytical mindset—comfortable building health scoring models, interpreting retention data, and translating findings into operational recommendations
Process-oriented with strong documentation skills and a track record of getting processes to actually stick
Strong stakeholder management and cross-functional collaboration skills
Comfortable with ambiguity and energized by building systems from scratch.

Revenue Operations Manager – Customer Success

Key skills