Customer Success Operations Manager (Cybersecurity)

TL;DR

Customer Success Operations Manager: Optimizing and scaling Customer Success processes, tools, and metrics for exceptional client value with an accent on workflow design, reporting enhancement, and customer retention. Focus on developing data-driven insights, managing CS technology, and ensuring seamless customer experience across service delivery.

Location: Remote (United States)

Company

Fenix24, part of hirify.global, is a leading cyber disaster recovery and restoration service, operating as The World’s First Civilian Cybersecurity Force.

What you will do

• Design, implement, and manage customer success workflows and standard operating procedures.
• Develop and maintain customer health scores and retention dashboards.
• Provide data-driven insights to Customer Success Managers to address churn risks and identify expansion opportunities.
• Create, track, and report on Managed Protection services to ensure maximum client value.
• Own and optimize the Customer Success technology stack.
• Partner with business intelligence and other teams to integrate data sources and improve automation.

Requirements

• 3-5+ years of experience in Customer Success Operations, Sales Operations, or related roles in a Managed Services or SaaS environment.
• Strong understanding of Customer Success frameworks, retention strategies, and service delivery models.
• Data-driven mindset with experience in Salesforce, PowerBI, SQL, and Excel.
• Strong project management skills and ability to drive cross-functional initiatives.
• Excellent analytical, organization, problem-solving, and communication skills.

Culture & Benefits

• Dynamic, innovative work environment focused on helping clients recover from cyber disasters.
• Opportunities for internal and external learning and career advancement.
• Competitive compensation and benefits package.
• Private health insurance, mental health, and wellness programs.
• Company-matched pension scheme, life insurance, and income protection.
• Monthly fitness/gym membership allowance.