Customer Success Operations Manager, Envoy

• 3-5 years of experience in Customer Success Operations, Revenue Operations, or related SaaS operational roles
• Strong proficiency in Excel / Google Sheets
• Basic SQL proficiency
• Experience with Salesforce (CRM), BI tools (Looker, Omni, or similar), and Customer Success tools (Vitally, Gainsight, or similar)
• Strong experience managing post-sales analytics (retention, churn, expansions, performance tracking)
• Experience owning or operationalizing NPS and customer feedback programs
• Experience implementing or optimizing CS tooling, including data integration and team enablement
• Experience leveraging and learning new AI tools to improve workflows, automate processes, and increase operational efficiency
• Experience leading cross-functional projects from planning through execution
• Data-driven and systems-oriented mindset
• Strong stakeholder management and communication skills
• Organized self-starter who operates effectively both independently and cross-functionally
• A strategic, systems-oriented operator who leverages automation and AI to scale impact
• Proactive in identifying inefficiencies and redesigning workflows through tooling and integrations
• Highly analytical and data-driven, turning insights into clear operational action
• Organized and autonomous, able to drive complex, cross-functional initiatives end-to-end
• A strong communicator who translates technical concepts into business outcomes and builds trust across teams
• A high degree of trust in your ideas and execution
• An opportunity to partner and collaborate with other talented people
• The ability to make an immediate impact in helping customers create a great workplace experience
• Support for your personal and professional growth
• High impact, high visibility. You will work directly with CS leadership and partner cross-functionally across Data, Product, Finance, and GTM - your work will shape how the entire post-sales organization operates
• Build and scale. This is an opportunity to design and implement systems, tooling, and automation that meaningfully improve how Customer Success operates at scale
• Own meaningful programs. From NPS to automation initiatives to cross-functional operational programs, you’ll drive initiatives that directly impact retention, expansion, and customer experience
• Data-driven influence. You won’t just build dashboards - you’ll translate insights into action, helping leadership make smarter decisions and enabling frontline teams to perform at a high level
• Modern, forward-looking focus. With automation and AI as strategic priorities, you’ll help modernize workflows and improve efficiency across the Success organization
• Room to grow. This role offers strong exposure to leadership, cross-functional strategy, and scalable systems building - creating a clear path for growth within Operations

Desirable

• We are looking for a Customer Success Operations Manager to help scale and optimize our post-sales organization
• In this role, you will partner closely with CS leadership and cross-functional teams to drive operational rigor, scalable systems, and data-driven decision-making across Customer Success, Renewals, Solutions Engineering (pre- and post-sales), and Support
• Reporting to the Head of CS Operations, you will be a strategic and hands-on partner to CS leadership; own post-sales data, compensation operations, tooling, automation, and large-scale operational programs
• You will execute high-impact initiatives that strengthen systems and processes, equipping customer-facing teams with the insights and infrastructure needed to perform at a high level while enabling the organization to scale efficiently
• The ideal candidate is a motivated self-starter who thrives in ambiguity, is passionate about supporting customer-facing teams, and brings strong analytical, communication, and project management skills
• Post-Sales Strategy & Analytics
• Own post-sales data and insights management including churn, expansions, pipegen, product usage, customer health metrics, NPS, and team performance dashboards
• Build and maintain dashboards and executive-ready reporting for QBRs, offsites, and board presentations
• Translate large, complex datasets into actionable insights and clear narratives for CS teams
• Maintain data accuracy across Salesforce, BI tools (Omni/Looker), Vitally, and related systems; establish processes to ensure ongoing data integrity
• Translate business requirements into technical specifications for Data/BI teams and communicate outcomes across technical and non-technical audiences
• CS Compensation & Performance Operations
• Manage quarterly compensation plans, SPIFFs, quota tracking, and attainment reporting
• Support headcount planning and capacity modeling for the Success organization
• Build dashboards and reporting frameworks that drive performance visibility and accountability
• Operational Excellence & Automation
• Support and execute large-scale, cross-functional operational programs (e.g., customer scale, NPS, advocacy, product launch readiness), partnering across Data, Product, Finance, Marketing, and GTM to ensure strong execution
• Drive automation and process optimization initiatives, proactively leveraging and learning emerging AI tools, to improve efficiency, scalability, and workflow quality
• Identify and implement systems and tooling enhancements while managing and optimizing the CS tech stack (Vitally, Omni, Intercom, and related systems), continuously evaluating new technologies to support growth and scalability
• Proactively streamline workflows and document and execute process improvements that increase productivity and operational clarity across the CS organization
• Program & Project Management
• Lead large-scale, complex, cross-functional operational programs across the Success organization
• Work directly with CS leadership and frontline teams to deeply understand business processes and operational needs, translating them into clear execution plans
• Own the end-to-end rollout of new initiatives, systems, and processes, driving structured program management, change management, and communication plans to ensure successful adoption
• Collaborate closely with Data, Finance, and broader GTM teams to ensure alignment and coordination across go-to-market functions