Principal Operations Manager, Customer Success

EvenUp is on a mission to close the justice gap using technology and AI. They are looking for a Principal Operations Manager, Customer Success to scale the operational engine behind their Customer Success organization by designing systems and processes that support customer growth and retention.

Responsibilities:

• Partner closely with Customer Success leadership to build and scale operational processes that support onboarding, retention, renewals, and customer growth
• Develop and maintain reporting, dashboards, and performance metrics that provide visibility into key customer success KPIs such as retention, expansion, customer health, and adoption
• Lead cross-functional initiatives that improve the post-sales customer journey, collaborating with teams across Revenue Operations, Sales, Product, Finance, and Data
• Own and optimize the Customer Success technology stack, ensuring strong data integrity and effective workflows across systems such as Salesforce, customer success platforms, and BI tools
• Write and analyze SQL queries to extract, validate, and model data that drives business decisions and operational improvements
• Drive initiatives forward with a founder mentality: take ownership, push projects to completion, proactively solve problems, and make decisions with minimal instruction
• Identify opportunities to improve operational efficiency through automation, process improvements, and new tooling that enables the Customer Success organization to scale

Requirements:

• 10-12 years of experience in Customer Success Operations, Revenue Operations, Sales Operations, or a related operational role in a high-growth SaaS environment
• Strong analytical skills, with hands-on experience building dashboards, reporting, and data models that inform business decisions
• SQL proficiency is required
• Proven ability to lead cross-functional initiatives and drive operational improvements in a fast-paced environment
• A systems-oriented, problem-solving mindset with strong communication skills and the ability to translate data into actionable insights for business stakeholders
• Demonstrated 'get it done' mentality: you can independently push through challenges, take ownership of projects, and ensure deliverables are completed efficiently without needing constant guidance
• Hands-on experience with CRM and operational tools such as Salesforce, BI platforms, and customer success systems (e.g., Gainsight, Vitally, or similar)
• Candidates located in the Pacific Time zone