Customer Success Operations Manager

Zafran Security is a rapidly growing company focused on cybersecurity, aiming to stop the exploitation of vulnerabilities. They are seeking a Customer Success Operations Manager to optimize workflows, reporting, and tools for their Customer Success team, ensuring a consistent and effective customer experience.

Responsibilities:

• Own and optimize Salesforce for Customer Success workflows, reporting, and data integrity
• Partner with Customer Success leadership to operationalize initiatives across onboarding, adoption, health, and renewals
• Design, document, and improve CS processes and workflows to drive efficiency and consistency
• Build and maintain dashboards and reporting that provide visibility into customer health, risk, and performance
• Implement, support, and administer CS tools (e.g., Gainsight, Totango, Catalyst, or similar) and align them with Salesforce
• Act as the operational owner, ensuring that CS-related initiatives are delivered efficiently and effectively

Requirements:

• 4–7+ years of experience in Customer Success Operations, Revenue Operations, or a related operations role
• Extensive hands-on experience with Salesforce, including configuration, automation (flow), reporting, and dashboards
• Significant hands-on experience administering Zendesk
• Experience implementing and managing Customer Success platforms (e.g., Gainsight, Totango, Catalyst, Planhat, etc.)
• Highly process- and workflow-oriented with a track record of improving operational efficiency. You can serve as a thought-partner, helping to create structure and process where none existed
• Strong analytical and problem-solving skills with attention to detail
• Ability to manage multiple initiatives and partner cross-functionally in a fast-paced environment. Prior high-growth startup experience is key!