Customer Success Operations Manager
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Job Description
Customer Success Operations Manager at Whippy optimizing onboarding and account retention for AI-powered solutions. Overseeing processes and ensuring performance standards in a remote setting.
Responsibilities:
- Own and enforce structured onboarding, documentation quality, meeting discipline, and success planning standards across all accounts.
- Review calls, provide feedback, and hold CSMs accountable to preparation, follow through, and architectural integrity.
- Personally manage a small portfolio of high impact accounts, ensuring strong retention, clear success metrics, and expansion awareness.
- Create visibility into onboarding timelines, account health, risk signals, and expansion opportunities.
- Partner with Product and Engineering to surface patterns and ensure scalable, durable solution design.
Requirements:
- 4+ years of experience in B2B SaaS Customer Success, Technical Account Management, or similar.
- Experience owning retention or expansion metrics.
- Strong operational discipline and comfort enforcing standards across peers.
- Experience building operational workflows
- Experience working with integrations, APIs, or technically complex SaaS products.
- Strong written and verbal English communication skills.
- Confidence balancing flexibility with architectural integrity.
- Nice to Have
- Experience working with staffing, workforce, or ATS platforms.
- Experience helping build or scale Customer Success processes in a high growth environment.
Benefits:
- Competitive compensation based on experience and location
- Significant ownership
- Opportunity to design and scale the Customer Success function
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