Senior Manager, Customer Success Operations
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Job Description
Senior Customer Success Operations Manager scaling AI-powered market intelligence programs. Owning systems, metrics, QBRs, data governance, and strategic execution for 6,000+ enterprise customers.
Responsibilities:
- Set direction for how Customer Success Operations partners with customer success, account management, and adjacent go-to-market functions
- Define and improve the operating model, cadence, and governance for strategic customer projects
- Optimize Customer Success processes for scalability
- Establish the strategic framework connecting NRR, GRR, and usage KPIs to business outcomes
- Identify opportunities across Customer Success tools and partner with senior leadership on investment priorities
- Act as senior escalation point for broken workflows, data discrepancies, and urgent tooling issues
- Own the Quarterly Business Review process end to end
- Partner with CS leaders, Product, Sales, Support, Finance, BI, and Revenue Operations on cross-functional initiatives
- Determine which programs are ready to scale and establish supporting playbooks and standards
- Partner on KPI trackers, dashboards, and impact reporting
- Own accountability for CS reporting data integrity, QA, governance, source of truth, hierarchy integrity, and field accuracy
- Manage and develop the Senior Analyst, Customer Success Operations
- Serve as the go-to person for strategic program execution across Customer Success
Requirements:
- 8+ years of experience within a Revenue organization, driving productivity for Customer Success
- Prior people management experience required
- Experience owning or administering Customer Success systems such as Salesforce, Gainsight, Clari, Gong, or Tableau
- Experience evaluating new tools as business needs evolve
- Strong project management skills and ability to move ambiguous programs to scalable execution
- Ability to translate SaaS and Customer Success metrics, including NRR, GRR, and usage-based KPIs, into strategic narratives for senior and executive stakeholders
- Excellent communication skills
- Ability to work in a dynamic, fast-paced environment
- Cross-functional relationship-building skills with Product, Sales, Support, Finance, and BI
- Exceptional organizational skills and attention to detail
- SQL experience, Snowflake or BigQuery experience, and familiarity with Tableau are bonuses
Benefits:
- Performance-based bonus may be offered
- Equity may be offered
- Generous benefits program
- Equal-opportunity work environment
- Reasonable accommodation for qualified employees with protected disabilities
- AlphaSense never asks candidates to pay for job applications, equipment, or training
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