Customer Success Operations Manager

Nooks is an AI Sales Assistant Platform that automates busywork for sales reps, helping them to generate more sales pipeline. The Customer Success Operations Manager will define and scale systems and processes for the Customer Success organization, focusing on metrics, insights, and operational execution to drive retention and expansion.

Responsibilities:

• Define and own the core metrics, KPIs, and performance frameworks that govern Customer Success and Support, including forecasting, retention, expansion, and customer health
• Design and maintain CS dashboards and reporting that translate data into clear, actionable insights for CS leadership
• Own customer health scoring logic and segmentation models across high, medium, and low-touch customer segments
• Proactively surface trends, risks, and opportunities, influencing leadership decisions through data-backed recommendations
• Ensure accuracy, consistency, and trust in CS data across all systems of record
• Own the CS operating cadence, including forecasting rhythms, performance tracking, and planning cycles
• Execute day-to-day CS operations tasks that keep the business running (e.g., account assignments, weekly reporting, special projects, etc.)
• Design, document, and continuously improve CS processes such as book of business structure, capacity modeling, renewals workflow, and escalation paths
• Partner with CS and Support leadership to evolve the post-sales operating model as the business scales
• Drive cross-functional alignment with Sales, Product, and Marketing to improve customer experience and post-sales execution
• Own the CS technology stack end-to-end, from requirements gathering through configuration, rollout, and ongoing optimization
• Design and implement workflows, automations, and customer lifecycle journeys within HubSpot and adjacent CS tools
• Help to build and scale digital success programs across customer segments
• Evaluate tooling gaps and implement best practices, standardization, and automation to improve CS efficiency and effectiveness

Requirements:

• 4+ years of experience in Customer Success Operations, Revenue Operations with deep CS ownership, or management consulting with direct CS operating responsibility
• Proven experience owning CS metrics, health scoring, renewals forecasting, and post-sales performance management
• Hands-on experience with CS and SaaS technology stacks such as HubSpot, Gong forecasting, Pylon, Looker, and Gainsight, with strong expertise in HubSpot Sales and Service Hubs
• Advanced ability to build and maintain dashboards, reports, and data models that drive executive decision-making
• Strong analytical judgment with the ability to move beyond reporting into insight, prioritization, and recommendation
• Demonstrated success designing scalable CS processes and operating models in high-growth SaaS environments
• Strong project ownership skills with the ability to independently drive complex, cross-functional initiatives
• Comfort operating with ambiguity and shaping structure where none exists
• Builder mindset with a bias toward action and measurable impact
• Deep empathy for customer-facing teams and a strong investment in their success
• HubSpot Sales Hub and/or Service Hub experience is strongly preferred
• Candidates with deep CRM administration experience and a demonstrated ability to quickly learn HubSpot will also be considered