Senior Manager of Customer Success Operations, Unanet

• The ideal candidate will bring a strategic mindset, deep operational expertise, and a passion for empowering Customer Success through data, systems, and process excellence
• This role requires both hands-on operational executions and a strategic mindset, managing one Customer Success Operations team member, and the ability to influence cross-functional teams
• 5+ years of experience in Customer Success or Revenue Operations, with at least 3 years managing or mentoring team members
• Strong expertise with Salesforce and Customer Success platforms (ChurnZero, Gainsight, Gong, ZoomInfo, LinkedIn Sales Navigator)
• Experienced in leading change management initiatives, driving adoption of systems and processes across teams
• Demonstrated executive presence with the ability to present insights and recommendations to senior leadership
• Proven track record of improving retention, adoption, and expansion through scalable operational solutions
• Skilled in cross-functional collaboration with Product, Support, and Revenue Operations peers
• Strong project management and communication skills; able to influence stakeholders and balance multiple priorities
• Proficient with Excel and data analysis tools; comfortable building dashboards and using customer signals to measure success

Desirable

• Our growing Commercial Revenue Operations team is seeking a Senior Customer Success Operations Manager!
• This is a critical player/leader role for an experienced professional who can drive operational efficiency, scale processes, and enable our Customer Success team to deliver exceptional customer outcomes
• It is a unique opportunity to lead and optimize how we deliver value to our customers. This role reports to the VP of Commercial Revenue Operations
• Drive scalable programs to strengthen adoption, retention, and customer health
• Partner with CS leadership on the Ops roadmap (journeys, success plans, cadences, playbooks, health metrics)
• Lead change management efforts to ensure adoption of new tools, workflows, and playbooks across the CS org
• Deliver dashboards and reporting for KPIs, retention forecasts, and risk management tying insights directly to measurable business outcomes
• Establish feedback loops to inform Product, Marketing, Sales, and Operations
• Streamline processes with Business Applications to ensure automation, governance, and accurate reporting
• Maintain CS documentation and continuously improve frameworks, metrics, and processes to drive revenue growth and reduce churn
• Mentor and develop the CS Ops Manager; set KPIs and lead team rhythms and reporting
• Act as a strategic advisor to CS leadership bringing insights and recommendations with executive presence
• Partner with RevOps peers to align lifecycle processes, data, and systems
• Facilitate training/workshops to improve adoption of systems, playbooks, and processes
• Establish cross-team rituals for seamless lifecycle management and handoffs
• Partner with Product, Support, Analytics, Sales, and Operations to centralize insights, mitigate risks, and improve touchpoints
• Represent CS in leadership forums communicating risks, mitigation strategies, and business impact
• Own retention forecasts for strategic accounts; communicate risks and mitigation strategies
• Execute the CS Ops roadmap with ChurnZero and GTM Applications teams
• Define reporting needs; deliver dashboards, health scores, and insights
• Uphold data governance and accuracy of CS data
• Translate CS needs into technical requirements and ensure alignment with GTM systems strategy
• First 30 Days: Build relationships with the Customer Success leadership team, CSMs, and stakeholders across Commercial Revenue Operations. Assess current CS processes, reporting frameworks, and system architecture. Begin identifying high-impact opportunities for improvement
• First 60 Days: Own the CS Ops roadmap, prioritizing initiatives in alignment with retention and expansion goals. Deliver first round of reporting and dashboards to give visibility into health metrics and operational KPIs. Begin implementing workflow improvements
• First 90 Days: Take full ownership of Customer Success Operations, including data governance, system partnership, and team enablement. Lead strategic initiatives, mentor junior team members, and establish yourself as the trusted operational partner to CS leadership