- Location
- Miami
- Workplace
- Hybrid
- Type
- Full-time
- Department
- S&M
- Seniority
- Manager
- Source
- Lever
Description
The Opportunity
We're hiring a Customer Success Operations Manager, an experienced individual contributor role with end-to-end ownership of the operating layer our CSMs run on. Our CSMs carry the renewal and expansion number. This role decides what they see when they log in, which accounts sit in their book, whether their health scores can be trusted, and how much of their week goes to customers instead of spreadsheets.
Net revenue retention is the number this role moves, and it moves it through the CSM team: coverage that matches capacity, a renewal forecast the CSMs actually submit into, health signals that flag risk early enough to act on, and QBR and escalation motions that are the same for every CSM instead of reinvented per rep. You won't carry all of this alone. Day one, you'll take outright ownership of two or three of these processes, expand your scope as you establish them, and focus deepest where your strengths and the business's priorities align.
We run lean by design: you'll own your processes directly instead of routing work through layers, and GTM Engineering partners with you to automate the repetitive part. You'll report to the leader of our GTM Operations team and work daily with CSMs, CS managers, and CS leadership, plus Finance and Product. If you're an operator who takes a process from intake to output, and your instinct when a CSM is doing manual work is to go fix the system, we'd love to talk.
