Remote Customer Success Operations Manager

About the Role

Step into a dynamic leadership opportunity that places you at the heart of operational excellence. As a Remote Customer Success Operations Manager, you will serve as a strategic force in enhancing customer lifecycle strategies by bridging technology, analytics, and cross-functional collaboration. With an annual salary of $120,000, this remote position empowers you to create a tangible impact while working from anywhere.

Introduction to Our Mission

Innovation drives our mission, and our team is growing fast. As part of our strategic expansion, this role was crafted to scale the operational backbone of our global customer success infrastructure. Whether you're enhancing automation workflows, analyzing churn predictors, or supporting onboarding systems, you’ll lead with purpose, precision, and innovation. This is more than just managing data; it’s about transforming insights into results and ensuring every customer journey is exceptional.

Key Responsibilities

Operational Strategy and Execution

• Develop and refine scalable systems that power the customer success lifecycle, from onboarding to renewal.
• Create data dashboards to monitor key metrics, including Net Promoter Score (NPS), customer retention, and account health.
• Lead the planning and execution of process enhancements using agile methodologies.

Cross-Functional Collaboration

• Act as the liaison between Success, Product, Sales, and Engineering to align operational priorities.
• Introduce structured feedback loops that allow customer insights to influence product improvements.

Technology Enablement and Automation

• Own the Customer Success tech stack, including platforms such as Gainsight, HubSpot, or Salesforce.
• Design and implement automation flows that reduce manual workload and enhance consistency in the customer experience.

Performance Monitoring and Insights

• Drive forecasting models to predict growth trends and identify proactive intervention strategies.
• Utilize cohort analysis to enhance retention strategies across customer segments.

Work Environment & Culture

You’ll join a globally distributed team that celebrates innovation, inclusivity, and impact. We believe in ownership without micromanagement. Our virtual workspace thrives on open dialogue, asynchronous collaboration, and measurable outcomes.

• Daily check-ins via Slack and weekly OKR reviews
• Tools like Notion, Loom, and Miro for asynchronous updates
• Quarterly strategic planning offsites (virtual)

Technology Stack You’ll Leverage

This role is deeply rooted in modern technology. You’ll work with industry-standard platforms while identifying and onboarding new tools that elevate performance.

• CRM Systems: Salesforce, HubSpot
• CS Platforms: Gainsight, Totango, Catalyst
• Data Visualization: Tableau, Looker, Power BI
• Automation Tools: Zapier, Workato, Segment
• Project Management: Jira, Asana, Trello

Qualifications and Ideal Background

We’re looking for someone who blends operational acumen with a passion for customer excellence.

Must-Have Qualifications

• 5+ years in Customer Success, Revenue Operations, or Business Intelligence
• Strong command of data analytics tools like SQL, Python, or Excel
• Experience managing SaaS platforms and customer journey mapping
• Familiarity with KPI tracking methods, including churn and expansion metrics

Preferred Attributes

• Prior experience in remote-first SaaS environments
• Proven success in managing cross-departmental projects involving diverse stakeholders
• Comfortable with ambiguity and building from the ground up

What Sets You Apart

You bring curiosity to every dataset and clarity to complex workflows. You thrive when using tools to drive measurable business outcomes and empower teams to make smarter decisions. Above all, you're a builder—a creative systems thinker who sees every challenge as an opportunity for smarter scale.

Perks and Benefits

We’re proud to offer perks that match our values of flexibility, autonomy, and performance:

• Fully remote role with flexible hours
• Annual salary of $120,000
• Health and wellness stipend
• Quarterly performance bonuses
• Learning and development reimbursement
• Paid time off, including company-wide recharge days

Career Path and Growth Opportunities

This isn’t just a job—it’s a launchpad. As the company scales, this role will evolve into a leadership opportunity overseeing a growing CS Ops team. Future paths include Director of Customer Experience, VP of Customer Operations, or even strategic planning roles.

Call to Action

Ready to take charge of your future? Join us in building customer success operations that set industry standards. Your strategic mind, analytical edge, and tech-savvy instincts could be precisely what we need. Apply now and let your next chapter be the most impactful one yet!