Senior Customer Success Operations Manager

Seismic is a company seeking a Senior Customer Success Operations Manager to lead planning, decision support, and strategic program execution for its Customer Success organization. The role drives segmentation, coverage, capacity planning, retention and expansion strategy, executive reporting, and cross-functional initiatives that improve customer outcomes and operational efficiency.

Responsibilities:

• Help evolve Customer Success strategy aligned to company growth objectives
• Translate company and go-to-market priorities into scalable post-sale motions
• Drive annual planning, segmentation strategy, and capacity modeling for Customer Success
• Design and refine customer segmentation based on customer FTE count and ARR
• Design end-to-end customer lifecycle journeys, from onboarding through renewal and expansion
• Work with the CS Strategy team to identify opportunities to introduce or optimize digital, pooled, and high-touch engagement models
• Partner with Sales and Customer Success to define clear ownership and plays across renewal and expansion
• Identify leading indicators of churn and growth, and translate and operationalize them into proactive programs working with the CS Strategy team
• Support initiatives that increase product adoption and drive measurable business outcomes for customers
• Working with the Senior Director, CS Operations and the Senior Manager, CS Operations - Data, define and operationalize KPIs tied to retention, expansion, product adoption, and customer health
• Working with the Senior Director, CS Operations and the Senior Manager, CS Operations - Data, build executive-ready insights and narratives to inform decision-making at the leadership level, such as Quarterly Business Reviews and Board presentations
• Partner cross-functionally across Sales, Marketing, Product, Support, and Global Services to drive a unified customer strategy, seamless lifecycle transitions, and a consistent end-to-end customer experience
• Support go-to-market initiatives such as new product launches, pricing changes, and expansion strategies
• Help drive alignment between pre-sales promises and post-sales delivery
• Lead high-impact, cross-functional initiatives to improve customer outcomes and operational efficiency
• Identify gaps in current processes and recommend scalable solutions
• Drive adoption of new programs, frameworks, and tools across the Customer Success organization
• Identify opportunities to leverage AI and Automation to improve CSM productivity and efficiency

Requirements:

• 8+ years of experience in Customer Success operations, revenue operations, strategy, or a comparable analytical role within a B2B SaaS business
• Demonstrated ownership of segmentation, coverage, or capacity planning work that shaped how a post-sale organization was resourced
• Strong quantitative skills, with fluency in retention, expansion, and adoption metrics and the ability to build a defensible business case from them
• Experience presenting recommendations to senior leadership and translating analysis into a clear executive narrative
• Must have hands-on experience in Customer Success and CRM platforms such as Salesforce and Gainsight, and the reporting that sits on top of them
• Proven ability to influence without authority across Sales, Marketing, Product, Support, and Professional Services