Customer Success Operations Manager

BioRender is on a mission to accelerate the world’s ability to learn, discover, and communicate science. As the Customer Success Operations Manager, you'll build the operating system behind Customer Success, focusing on data insights, health signals, and scalable programs that improve retention and efficiency.

Responsibilities:

• Design and iterate customer health scores (multi-signal models spanning usage, engagement, outcomes, support, relationship) and make them actionable for CSMs
• Build risk & renewal forecasting for upcoming renewals and at-risk revenue (GRR/NRR visibility), with clear categories and drivers
• Implement triggers & alerts (churn risk, adoption drops, champion change, renewal window, expansion propensity) and define the playbook for 'what to do next'
• Standardize and automate CS workflows: onboarding, lifecycle milestones, success plans, renewals, QBRs, handoffs and SLAs
• Partner with Digital Success / one-to-many motions to operationalize segmentation-based programs and measure impact
• Reduce manual work through automation (templates, orchestration, proactive tasks), improving CSM capacity
• Own CS reporting: portfolio health, renewal pipeline hygiene, adoption, retention/expansion trends, capacity/productivity insights
• Build executive-ready narratives for CS leadership and QBR-style rhythms (what changed, why, what we’re doing)
• Partner closely with CS Leadership team to understand business requirements and collaborate regularly to build and iterate on solutions
• Partner with RevOps/Salesforce Admins/Data/Product to integrate the data needed for health scoring and triggers (product usage, support, billing, CRM)
• Own requirements, QA/UAT, rollout, enablement, and change management for CS process/tool changes
• Partner with product operations and data science to provide a single pane of glass into customer user data
• Health score v1 + playbooks + adoption plan
• Renewal forecast + 'at-risk revenue' dashboard and weekly inspection rhythm
• Trigger framework (top 10 risk + expansion signals) + automated workflows
• Standardized renewal stages + QBR/EBR templates and automation improvements

Requirements:

• 2–5+ years in CS Ops / RevOps / Biz Ops / CS analytics in B2B SaaS (or equivalent)
• Proven experience building health scoring and/or renewal forecasting, and shipping cross-functional operational changes
• Strong analytics chops: KPI design, cohort thinking, dashboarding (Tableau/Looker/PowerBI, etc.)
• Systems fluency: CRM + CS platforms, automation, lifecycle design (Slack, Zapier, Salesforce)
• Experience administering CS platforms / CRM tools and building lifecycle automation
• Familiarity with survey/sentiment data and tying qualitative inputs into health/risk workflows
• Background partnering with Digital CS / one-to-many motions
• Familiarity with PLG/Freemium and bottoms up Customer Success motions