Customer Success Operations Manager

What you'll do:

• Strategic Planning & Execution:  
• Partner with Sales and Customer Success teams on bookings, plan modeling, including target setting, and capacity modeling. 
• Facilitate quota allocation and support compensation planning and attainment analysis.  
• Support annual goals and key strategic initiatives by working on goal design, reporting, inspection, and insights 
Drive Operational Excellence:  
• Own the optimization of customer-related processes to ensure high levels of client satisfaction, retention, and upsell opportunities. 
• Lead high-impact projects aimed at improving team efficiency, customer experience, and retention. This may include product launches, process improvements, and systems integrations. 
• Manage, integrate, and champion core Customer Success tools, including the design and deployment of third-party systems, and the ongoing optimization of AI/automation agents 
Forecasting:  
• Drive core operating rhythms, including weekly forecasting and booking updates, pipeline reviews, and monthly/quarterly business reviews. 
• Refine data models and processes to improve forecasting accuracy and predictability. 
• Enforce stage definitions, rules of engagement, and data standards in our CRM. 
• Oversees quote-to-close processes for renewals and expansion opportunities. 
Analytics & Insights: 
• Leverage analytics to measure customer success KPIs, identify trends, and guide the team toward achieving operational targets. 
• Build and maintain strategic dashboards, KPI scorecards, and performance metrics to inform decisions across Sales, Customer Success, and Marketing leadership. 
• Deliver insights suitable for executive presentations, including quarterly business reviews (QBRs), board presentations, and recurring business reviews.  
• Partner with the Analytics team to maintain data accuracy, ensure consistency, and optimize self-service reporting.  
Business Partnering:
• Drive alignment among leadership stakeholders to support seamless GTM execution. 
• Continuously streamline and improve best practices, including processes, policies, and tools. 
• Support the selection, integration, and optimization of the Sales Tech Stack (e.g., SalesLoft, ZoomInfo), with a strong focus on leveraging AI-powered platforms to enhance productivity and insights. 

What you'll bring to the team:

• Bachelor’s degree in Business Administration, Economics, Finance, or related field.  
• 5+ years of experience in revenue operations, sales operations, sales strategy, business operations, or similar; preferably at a Fintech or SaaS company 
• Strategic thinking: Applies an outcomes focused mind set to determine marketing effectiveness and ROI of customer engagement efforts. Sees beyond the day-to-day grind to help reach marketing and sales goals. 
• Follow through: Thrives in a fast-scaling, high-growth environment where accuracy, trust, and speed coexist. Can work independently to bring all assigned work to completion with speed and accuracy.  
• Collaboration: Assertive with humility—able to lead change in a positive way. Excellent communicator who can bridge Finance rigor and GTM clarity. 
• Data fluency: Strong modeling skills in Excel and comfort with a leading BI/Dashboarding platform (e.g. we use Tableau). You like working with data and insights, able to synthesize data and make recommendations. Trusted to manage sensitive compensation data with precision. 
• Platform/tools expertise: Extensive experience with Salesforce and other GTM systems, such as ZoomInfo, Salesloft, Gong, HubSpot, and Calendly.