Manager, Customer Success Operations

Federato is on a mission to defend the right to efficient, equitable insurance for all. The Manager, Customer Success Operations will partner with leadership to enhance the post-sales customer lifecycle and ensure data accuracy across systems.

Responsibilities:

• Partner closely with Customer Success leadership to design, operationalize, and scale the post-sales customer lifecycle, including onboarding, adoption, value realization, renewals, and expansion
• Own Customer Success systems and data infrastructure (Salesforce-centric), ensuring clean, accurate, and actionable data across accounts, users, and personas
• Define, measure, and report on customer value, including customer-specific business outcomes, usage metrics, and health scoring
• Build and maintain dashboards, reporting, and operational insights to support retention, expansion, and churn risk identification
• Operationalize usage and adoption tracking by user persona, identifying opportunities to increase engagement and product stickiness
• Partner with Sales, Product, and Finance to align on expansion, upsell, and renewal motions, ensuring seamless handoffs and clear ownership
• Identify gaps, inefficiencies, and scaling challenges in CS processes, and lead initiatives to improve tooling, workflows, and automation
• Serve as a strategic thought partner to CS leaders, helping translate strategy into execution through data, process, and systems

Requirements:

• 6-10+ years of experience in Revenue Operations, Customer Success Operations, Sales Operations, or a related operational role, with direct ownership of post-sales motions
• Deep experience with Salesforce, including reporting, dashboards, data models, and cross-functional workflows (CS-specific tooling a plus)
• Strong analytical mindset with the ability to turn complex data into clear insights and recommendations
• Proven experience defining and tracking customer health, adoption, retention, and expansion metrics
• Comfort operating cross-functionally with Customer Success, Sales, Product, Finance, and Engineering
• Highly organized, detail-oriented, and process-driven, with the ability to manage multiple initiatives in a fast-paced environment
• Both a strategic thinker and hands-on executor, comfortable building from scratch and iterating as the business scales
• Excellent communication skills and the ability to influence without authority
• Technology-savvy, curious, and motivated by solving 'people problems' through better systems and data