ncontracts - Customer Success Operations Manager

Remote - USA *1mo ago

Requirements

• Bachelor's degree in business administration, Operations, Information Systems, or a related field, or equivalent experience. • 4+ years of experience in Customer Success Operations, Business Operations, Revenue Operations, Program Management, or a similar operational role. • Hands-on experience supporting, administering, or optimizing business systems such as Salesforce, Churn Zero, Gong, Once Hub, Monday.com http://Monday.com, or comparable platforms. • Experience documenting and improving business processes, workflows, SOPs, and operational procedures. • Strong project management, stakeholder management, and organizational skills. • Ability to identify operational issues, recommend solutions, and drive improvements through execution. • Excellent written and verbal communication skills, with the ability to translate business needs into clear process and system requirements. • Strong attention to detail and commitment to follow-through. • Experience supporting a SaaS Customer Success organization. • Salesforce Administrator certification or equivalent system administration experience. • Experience with workflow automation, system integrations, UAT, or business requirements documentation. • Knowledge of customer lifecycle management, renewals, customer health programs, or customer engagement workflows. • Experience developing operational documentation, SOPs, and internal knowledge resources. • Success Measures • Success in this role will be measured by the ability to improve the efficiency, consistency, and scalability of Customer Success operations. Key measures may include: • Increased adoption and effective use of Customer Success business systems. • Reduced manual effort through workflow improvements and automation. • Improved consistency and adherence to documented Customer Success processes. • Timely creation and maintenance of SOPs, process maps, and operational documentation. • Successful implementation of system and process enhancements. • Improved data quality and operational visibility across Customer Success systems. • Positive feedback from Customer Success leaders, managers, and end users. • Effective partnership with the Manager, Strategic Initiatives & Operations and cross-functional stakeholders. • Proactive identification of operational gaps and delivery of practical, scalable solutions. • Work/Team Environment • A fun, fast-paced work environment that encourages teamwork and strong customer service skills.

Responsibilities

• Customer Success Systems & Workflow Optimization • Serve as the operational owner for Customer Success business systems, including Salesforce, Churn Zero, Gong, Once Hub, Monday.com http://Monday.com, and related platforms. • Partner with Customer Success leadership, Rev Ops, Product, IT, and other stakeholders to improve system functionality, workflows, automation, and user experience. • Gather business requirements, support system configuration, coordinate testing, and assist with implementation of system and process changes. • Evaluate and recommend enhancements to the Customer Success technology stack. • Process Governance & Operational Excellence • Design, document, maintain, and improve Customer Success workflows and operational processes. • Establish process governance standards that support consistency, accountability, and scalability. • Identify operational inefficiencies and partner with stakeholders to implement practical, scalable solutions. • Support change management for process and technology updates, including communication, rollout planning, and adoption support. • Documentation, SOPs & Adoption Support • Create and maintain SOPs, process maps, work instructions, job aids, and reference documentation. • Maintain internal knowledge repositories and ensure operational documentation remains accurate as systems and processes change. • Develop self-service resources that help Customer Success team members understand and adopt tools, workflows, and processes. • Communicate process and system changes clearly to impacted stakeholders. • Customer Lifecycle Operational Support • Partner with Customer Success leaders and managers to support lifecycle programs, including onboarding, adoption, risk management, renewals, and expansion workflows. • Support the implementation and maintenance of customer success programs, plays, and operational processes. • Identify opportunities to improve efficiency and consistency throughout the customer journey. • Assist with operational readiness for new initiatives that impact Customer Success teams or customer engagement. • Reporting & Operational Insights • Maintain operational dashboards and reports that support process visibility, data quality, system usage, and workflow adherence. • Provide light operational insights to help Customer Success leaders understand adoption, process health, and areas for improvement. • Support data hygiene and process compliance efforts across Customer Success systems.

Benefits

• A fun, fast-paced work environment • Responsible PTO Plan that meets or exceeds state and local medical and family leave laws • 11 paid holidays • Community and social events to keep you connected and engaged • Medical, Dental and Vision insurance • Company-paid Group Life Insurance, Short- and Long-Term Disability • Flexible Spending Account & Health Savings Account • Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice • Pet Insurance • 401 (k) with company match with eligibility on Day 1 of employment • 2 Paid Volunteer Time Off Days • And much more! • Part-Time, Temporary, Contractor, and Intern positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs. • AAP/EEO Statement