Senior Manager, Customer Operations
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Job Description
Senior Manager driving operational excellence across the Customer organization at Newsela. Focused on data-driven decision making for Customer Success and leading a Senior Analyst.
Responsibilities:
- Act as the primary operational partner and right hand to customer leadership, and a trusted operational partner to Customer Success Managers/Leaders.
- Provide ongoing trend analysis and insights to inform strategy, forecasting, renewals, and risk mitigation.
- Lead regular cross-functional forums to present data-driven insights on customer risk, adoption gaps, and renewal health, and collaborate with CS leadership to align on and support resulting action plans.
- Package customer-ready insights and narratives that CSMs can confidently share with customers.
- Support change management efforts tied to new tools, processes, motions, or organizational shifts.
- Partner with the Data & Analytics team to define, build, and maintain key CS dashboards for both internal leadership and customer-facing use.
- Own CS data governance, including definitions, QA, validation, and consistency across tools and reports.
- Serve as the liaison between Customer Success and DAS, translating CS needs into clear data specifications and priorities.
- Oversee intake, prioritization, and scoping of CS data requests.
- Deliver actionable insights related to renewals and forecasting, customer risk and churn prevention, activation and product adoption, coverage models and capacity planning.
- Partner with the Optimization team to administer, optimize, and evolve CS tools, including Gainsight, Salesforce, and Gong.
- Design and enable workflows for renewals, activation, risk management, and coverage.
- Ensure tools are configured to support scalable, repeatable CS motions.
- Work with our enablement team to lead systems training across Gainsight, Gong, Tableau, Salesforce, and related tools.
- Design, document, and continuously optimize Customer Success processes, policies, and operating rhythms to ensure consistent execution and system adoption across the CS organization.
- Establish clear standards for CS execution by defining how core motions should be run in practice, and monitoring adherence and effectiveness.
- Identify execution gaps and friction points through system usage, data quality, and CSM behavior patterns, and partner with CS leadership to drive targeted process or system improvements.
- Partner cross-functionally with Product, Sales, Marketing, and Support to align operational workflows, handoffs, and shared expectations across the customer lifecycle.
- Manage and develop the Senior Analyst, Customer Operations role.
Requirements:
- 7–10+ years of experience in Customer Operations, Revenue Operations, Customer Success Operations, or a related function in a high paced, SaaS environment.
- Deep expertise in CS analytics, dashboards, and insight generation tied to retention and renewals.
- Hands-on experience administering and optimizing Gainsight and Salesforce; Gong and Tableau experience strongly preferred.
- Proven ability to translate data into actionable insights and operational change.
- Experience partnering closely with senior customer leadership.
- Proven ability to design scalable processes, drive consistent execution, and lead operational change.
- Prior people management experience required.
- Exceptional communication skills, with the ability to influence across functions.
Benefits:
- Health & Wellness: Access to the world’s leading medical experts for healthcare (pets included!). Discounts and resources to stay healthy: mind, body, and soul.
- Work From Home: Almost all of our roles are fully remote - tech stipend included!
- Supporting ALL Families: Supplemental programs and time off to take care of your family and yourself.
- Time Off: Flexible PTO to recharge, including Sabbatical Leave
- Inclusive Experiences: Robust DEIB curriculum, Identity & Experience Groups (Affinity Groups + Employee Resource Group), Authentic & Transparent conversations with Executive Leadership Teams, and integration of DEIB lens across Talent lifecycle processes.
- Professional Development: Holistic Learning & Development Programs that enable meaningful & inclusive experiences, programs that build future-focused competencies, cohort & community learning sessions that foster a sense of belonging, and individual development plans aligned with your personal and professional aspirations to turn goals into reality.
- Make A Difference: No matter your role or department, the work you do each day helps share the future of education and improves the lives of students and teachers.
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