Customer Success Operations Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Success Operations Manager at Wrapbook, shaping operational strategy in remote role. Requires strong analytical skills and Salesforce experience for B2B SaaS environment.
Responsibilities:
- Diagnose & Clarify Operational Challenges
- Identify and analyze breakdowns across onboarding, customer success, and support workflows.
- Diagnose root causes of operational friction and translate them into clear, prioritized problem statements.
- Partner with post-sale leadership to align on business definitions of success, service levels, and operating priorities.
- Design & Implement Scalable Solutions
- Translate diagnosed operational challenges into clear, prioritized system and process requirements aligned to business outcomes.
- Design scalable workflows and operating models across onboarding, customer success, and support to reduce friction and improve reliability.
- Implement solutions through Salesforce configuration where appropriate, or produce detailed technical requirements for implementation by the GTM Systems Architect or contractors.
- Ensure reliable data capture, signal integrity, and consistent metric definitions across Salesforce and adjacent tools (telephony, chat, support platforms).
- Partner with systems stakeholders to evolve solutions in scalable, extensible, and secure ways.
- Partner with Success Leadership to proactively build salesforce processes to support scale, complexity, and new vertical expansion (e.g., Film & TV).
- Operationalize & Scale Execution
- Operationalize post-sale success metrics defined by Customer Success leadership, ensuring they are measurable and trusted in Salesforce as the system of record.
- Support Customer Success–led WBR, MBR, and QBR cadences by ensuring dashboards and reporting are aligned to agreed definitions.
- Ensure defined capacity assumptions and SLAs are observable in systems (without owning the underlying capacity model).
- Reduce reactive firefighting by replacing manual coordination with durable workflows and automation.
- Drive change management through documentation, enablement, and adoption support.
- Partner with AI Engineering to define requirements for cross-system workflows, while maintaining Salesforce-native automation ownership.
Requirements:
- 3–6+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, Business Systems, or similar roles.
- Experience supporting post-sale teams in a B2B SaaS or operationally complex environment.
- Experience identifying business problems, structuring requirements, and driving system or process improvements.
- Strong analytical skills and comfort using Salesforce and operational data to inform decisions.
- Strong systems thinking and process design skills, with a bias toward durable, scalable workflows.
- Comfortable operating in build-mode environments where execution ownership is expected.
- Strong cross-functional communicator who can navigate ambiguity, align stakeholders, and drive clarity.
- Customer-centric, with a bias toward accountability, operational rigor, and continuous improvement.
- AI-first / automation-first mindset with disciplined judgment.
- Salesforce Administrator Certification (Plat-Admn-201) — Required
- Salesforce Business Analyst (BA-201) — Nice to have
- Salesforce Advanced Administrator (Plat-Admn-301) — Nice to have
Benefits:
- Unlimited Paid Time Off
- Work from anywhere in Canada and USA
- Health and Dental benefits
- Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
- Up to 2% matching RRSP / 401K
- Learning and Development opportunities
- Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service
Similar Jobs
Customer Success Manager
Customer Success Manager at Bonusly handling customer growth and retention for a portfolio of ~250 accounts. Project managing launches and designing engagement strategies while acting as a champion for users.
Director of Customer Success
Director of Customer Success leading Customer Success teams for EverCommerce's SaaS platforms. Overseeing renewals, product adoption, and onboarding customer success initiatives across multiple products.
Customer Success Manager
Customer Success Manager in HR tech company supporting enterprise clients through relationship building and platform adoption. Leading customer engagement to drive satisfaction and growth.
Senior Customer Success Operations Manager
Senior Customer Success Operations Manager at MagicSchool optimizing the CS analytical systems and leading cross-functional projects for better retention.
Director of Partner Success
Account Manager for Partner Success at ReUp Education, managing higher ed partnerships and driving strategic results. Building relationships and ensuring partner satisfaction in the ed tech sector.
Customer Success – Sucesso do Cliente
Customer Success role focusing on client relationships in an AI company based in the US and Brazil. Responsible for supporting client satisfaction and COO processes in Blumenau.
Strategic Customer Success Manager
Strategic Customer Success Manager supporting enterprise clients at SAI360. Facilitating growth and relationships while managing complex accounts in governance, risk, and compliance.
Bilingual Customer Success Associate
Bilingual Associate handling client inquiries and solving complex financial problems. Working remotely for a successful fintech company focused on financial freedom.
CRM Sales, Consulting & Coordination
CRM Manager supporting sales and outreach activities for DataSmart Point Academy. Manage CRM system, coordinate educational programs, and engage with prospective students and partners.
Client Success Lead
Client Success Lead managing a team of Client Success Managers. Focused on optimizing client experiences and driving retention and growth across customer lifecycle.
Customer Engagement Specialist
Customer Engagement Specialist driving client engagement and retention in SaaS. Execute outreach and retention strategies to improve client satisfaction and reduce churn.
Customer Success Manager
Customer Success Manager leading relationships and teams in LATAM for a fully remote company. Driving customer retention and growth while managing high-performing teams.
Senior Manager, Customer Success – Ad Solutions
Senior Manager in Customer Success managing Ad Network CSMs at beehiiv. Leading strategy and execution to drive advertiser relationships and revenue growth.
K-12 Customer Success Specialist
Customer Success Specialist providing operational and customer support for K-12 school and district partners. Managing assessments and ensuring high-quality experiences throughout the school year.
Client Success Manager
Client Success Manager at Green Irony managing client relationships and project delivery. Overseeing multiple engagements with AI-powered tools for efficiency and effectiveness.
Senior Customer Success Manager
Senior Customer Success Manager driving customer success and ROI using Relativity's software products with strong account management expertise. Collaborating with teams to enhance product adoption and address customer needs.
Customer Success Manager
Customer Success Manager responsible for managing client relationships and ensuring successful product adoption at Collage Group. Focusing on enhancing client value through insights and data-driven strategies while collaborating across teams.
Customer Success Manager
Customer Success Manager focusing on federal agency clients. Overseeing account success, project delivery, and team collaboration in a fully remote role.
Customer Success Specialist
Customer Success Journey & Programs Specialist responsible for designing customer journey frameworks for Verint. Collaborating cross-functionally to enhance customer success strategies and resources.
Customer Success Manager – Growth
Customer Success Manager driving adoption and renewal revenue with Varicent's SaaS solutions for the Growth segment. Collaborating with customers to enhance their experience and become advocates for the company.