Senior Manager, Customer Success Operations

TL;DR

Senior Manager, Customer Success Operations (CS Ops): Architecting the operational infrastructure for renewal and retention motions with an accent on workflow design, data standards, and technology stack configuration. Focus on operationalizing renewal playbooks, driving NRR/GRR growth, and ensuring data readiness for retention metrics.

Location: Remote (USA or Canada)

Salary: $145,000 - $160,000 per year

Company

A global corporation providing proprietary data and advanced analytics to power auto-related decisions through seamless workflows.

What you will do

• Design and own the operational frameworks and renewal motion architecture to protect and grow ARR.
• Manage CS platform infrastructure and data governance models to surface churn risks proactively.
• Develop, operationalize, and continuously improve renewal playbooks and CS workflows.
• Ensure KPI data infrastructure is rigorous, data-driven, and scalable for post-sale operations.
• Drive cross-functional alignment across CS, Sales, RevOps, and Analytics.

Requirements

• Deep platform expertise in Gainsight, Totango, or equivalent CS tools.
• Proven capability in strategic process design and strong data governance instincts.
• Leadership presence and experience driving alignment in a high-scope, high-accountability role.
• Must be based in the USA or Canada.

Culture & Benefits

• Commitment to employing a diverse and inclusive workforce.
• Collaborative, innovative environment grounded in data.
• Global corporate structure with resources and sites located worldwide.
• Values-driven culture focused on trust and customer success.