Senior Manager, Customer Success Operations & Analytics

Edmentum is a dynamic educator and student-focused company dedicated to tech-enabled learning solutions. The Senior Manager, Customer Success Operations & Analytics will shape the operational and analytical engine of the Customer Success organization, leading the development of processes and metrics to drive customer outcomes and partnering with various teams to align on priorities and insights.

Responsibilities:

• Lead development and optimization of Customer Success processes across the customer lifecycle
• Own CS performance metrics, reporting, dashboards, and forecasting models
• Manage Customer Success systems and tooling to ensure integration, data quality, and operational efficiency
• Provide data‑driven recommendations that influence customer retention, adoption, and engagement strategies
• Partner with Customer Success, Sales, Product, Marketing, and Finance to align on priorities and insights
• Lead change‑management initiatives introducing new tools, workflows, and reporting frameworks
• Serve as a strategic thought partner to leadership by surfacing insights that drive business decisions

Requirements:

• Deep experience in Customer Success Operations or Revenue Operations
• Skilled at turning complex data into meaningful, actionable insights
• Advanced experience with Salesforce and preferably Planhat
• Adept at architecting scalable workflows, playbooks, and operational processes
• Strong communicator who can influence stakeholders across functions
• Thrive in environments that require balancing structure with innovation
• Comfortable leading change, driving adoption, and navigating ambiguity
• Strong program and project management skills
• Record of building high-performing teams or demonstrating leadership readiness
• Work effectively in fast-paced, cross-functional environments
• Support inclusive teamwork and model collaborative leadership
• Willing to take on evolving responsibilities based on business needs