Customer Success Operations Manager
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Job Description
Customer Success Operations Manager driving operational excellence across the Customer Success organization at Luma Health. Collaborating with cross-functional partners to enhance customer experiences and processes.
Responsibilities:
- Serve as the cross-functional liaison for Customer Success, ensuring the CS perspective is represented in Product, Delivery, Sales, and Operations conversations
- Gather insights across customer interactions: Zendesk tickets, ClickUp actions, usage data, adoption metrics, escalation themes
- Analyze trends, risks, and opportunities and surface these to CS leadership
- Build and maintain dashboards to provide visibility into operational performance
- Partner with CSEs to identify risks, resource gaps, escalation patterns, and process breakdowns and coordinate resolution across departments.
- Support CS leadership in defining scalable frameworks
- Create and maintain internal documentation for CS processes, rituals, operating models, and cross-functional expectations
- Help structure the internal CS operating rhythm
- Work with Product Ops to ensure CS is prepared and coordinated for new product rollouts, updates, and internal launches
- Improve communication flow between CS and other teams
- Partner with RevOps to ensure Salesforce is optimized for CS workflows, reporting, and visibility
- Lead implementation and rollout of new CS tools as needed
Requirements:
- BA/BS Degree required
- 4+ years experience in Customer Success Operations, Business Operations, Program Management, or related fields
- Strong analytical skills and ability to translate data into actionable insights
- SQL skills preferred
- Salesforce reporting + dashboarding preferred
- Experience building dashboards (Looker, Tableau, or internal tools) required
- Ability to identify process gaps and create scalable solutions
- Strong cross-functional collaboration experience, especially with Product, Sales, and Delivery
- Excellent communication skills with the ability to influence without authority
- Experience facilitating change management, enabling teams, and improving process adoption
- Ability to document and simplify complex workflows
- Thrives in fast-paced, ambiguous environments, building structure where none exists
- Experience supporting or enabling Customer Success teams in a SaaS environment
Benefits:
- Competitive Health Benefits: Luma Health covers 99% of the employee and 85% of the dependent premium costs.
- Work Life Balance
- Flexible Time Off
- Wellness Programs
- Discounted Perks
- 401(k) and Company Equity
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