Senior Customer Success Operations Manager
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Job Description
Senior Customer Success Operations Manager at MagicSchool optimizing the CS analytical systems and leading cross-functional projects for better retention.
Responsibilities:
- Own and administer our CS tech stack, including Salesforce CRM, ensuring data integrity, workflow automation, and tool adoption.
- Own the design and execution of complex, cross-functional systems projects - including our self-serve renewal platform for digital partners.
- Build and maintain reporting infrastructure that gives CS leaders real-time visibility into retention, expansion, and team performance.
- Define and manage programs spanning CS, Sales, Product, and Support, driving alignment and accountability.
Requirements:
- 3 - 5 years of experience in Customer Success Operations, Revenue Operations, or a related field at a SaaS company.
- Proven track record of owning and improving CRM systems, with demonstrated impact on data quality, workflow efficiency, or team adoption.
- Proven track record of leading cross-functional planning cycles - such as capacity modeling, headcount planning, or OKR setting - with measurable outcomes.
- Proven track record of building reporting infrastructure and using data analysis to influence strategic decisions at the leadership level.
- Deep hands-on experience building and maintaining workflows, custom objects, and automations in Salesforce — ideally with an admin certification.
- Proficiency in SQL and/or BI tools (e.g., Looker, Tableau, Sigma) to build reliable reporting and translate raw data into clear, actionable insights.
- Experience owning planning cycles — capacity modeling, headcount, OKRs — with a structured, data-driven approach that creates clarity and alignment.
- Ability to manage complex, cross-functional projects across CS, Sales, Product, Support, and external partners - navigating competing priorities and organizational dynamics to drive clear accountability and follow-through.
- You earn trust across teams — CS, Sales, Product, Support, and external partners — and can align stakeholders around a shared plan without relying on authority.
- You translate operational complexity into clear, concise narratives for both IC and executive audiences, written and verbal.
- You drive projects forward with minimal direction, proactively identify what needs to be done, and follow through reliably.
Benefits:
- Unlimited time off to empower our employees to manage their work-life balance.
- Choice of employer-paid health insurance plans.
- Dental and vision are also offered at very low premiums.
- Generous stock options, vested over 4 years.
- 401k match & monthly wellness stipend.
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