Senior Manager, Customer Success Operations

Eve is a legal technology company focused on empowering plaintiff law firms with AI-driven solutions. The Senior Manager, Customer Success Operations will build and optimize the data, processes, and tools necessary for the Customer Success organization, ensuring reliable health scores and effective operational playbooks to improve customer outcomes.

Responsibilities:

• Own CS analytics end-to-end: health scoring methodology, renewal forecasting, portfolio segmentation, and the dashboards that leadership and Finance rely on for decision-making
• Design and operationalize playbooks that drive customer outcomes: onboarding workflows, risk intervention sequences, expansion motions, renewal execution
• Use AI tools as part of your daily workflow: automating data pulls, building smarter alerting, finding patterns that manual analysis would miss
• Build and maintain the CS tech stack. Clean data, working automations, tooling the team relies on. Partner with GTM Systems on shared infrastructure across the revenue stack
• Deliver capacity planning, territory design, and comp modeling that keeps pace with a growing team and portfolio
• Identify patterns across the portfolio: what’s driving churn and where onboarding stalls. Turn those into specific actions for CSMs and leadership
• Partner with RevOps and Finance to make sure CS metrics (GRR, NRR, renewal forecasts) are calculated consistently, trusted across the business, and ready for executive reporting

Requirements:

• 5-8+ years in CS Operations, Revenue Operations, or Business Operations at a B2B SaaS company, with at least 2 years focused on Customer Success
• Hands-on experience building health scores, renewal forecasting models, and portfolio segmentation frameworks
• Strong SQL skills and comfort working directly with data warehouses
• Experience implementing and administering CS platforms, including configuration, workflow design, and driving adoption across a team
• Track record of designing processes that CSMs actually follow
• Ability to translate data into narrative for leadership: what's happening, why it matters, what to do about it
• Comfortable using AI tools (Claude, ChatGPT, Copilot) for analysis, automation, and workflow design
• Experience with consumption-based or usage-based pricing models
• Background in legal technology or professional services SaaS
• Familiarity with AI/ML products and the adoption challenges they create
• Experience with CS platforms like Gainsight, Vitally, ChurnZero, or Totango
• Experience with Salesforce or HubSpot CRM administration and reporting
• Familiarity with Snowflake, Looker, or similar BI/warehouse tools
• Background scaling CS operations at a company growing to $100M+ in ARR