Sr. Customer Success Operations Manager

Customers trust the Alation Data Intelligence Platform for self-service analytics, cloud transformation, data governance, and AI-ready data, fostering data-driven innovation at scale. With more than $340M in funding – valued at over $1.7 billion and nearly 600 customers, including 40% of the Fortune 100 — Alation helps organizations realize value from data and AI initiatives.

Alation has been recognized in 2024 as one of Inc. Magazine's Best Workplaces for the fifth time, a testament to our commitment to creating an inclusive, innovative, and collaborative environment. 

Collaboration is at the forefront of everything we do. We strive to bring diverse perspectives together and empower each team member to contribute their unique strengths to live out our values each day. These are: Move the Ball, Build for the Long Term, Listen Like You’re Wrong, and Measure Through Customer Impact. 

Joining Alation means being part of a fast-paced, high-growth company where every voice matters, and where we’re shaping the future of data intelligence with AI-ready data. 

Join us on our journey to build a world where data culture thrives and curiosity is celebrated each day!

Job Description:

We are looking for a strategic, analytical, and execution-focused leader to join our Customer Solution Strategy & Operations (CS) team. This hybrid role blends strategy, program management, and operations and partners closely with the VP of Customer Success and cross-functional leaders.

You’ll design scalable programs, optimize team workflows, and surface insights that help the Customer Success (CS) team operate more effectively—ultimately driving measurable customer outcomes.

This is a hybrid role based in Redwood City, where you'll have the opportunity to collaborate in person, foster team connection, and thrive in a supportive atmosphere.

What You’ll Do:

• Partner with CS leadership to define OKRs, key priorities, and refine the CS operating model, ensuring alignment between operational initiatives and business goals.

• Lead and execute high-impact programs (e.g., Account Risk Management, Executive Sponsor), from scoping and planning to delivery.

• Define and manage essential business cadences such as renewal forecasting, headcount planning, and compensation modeling to support growth and retention.

• Collaborate with CS leaders to streamline and operationalize CS workflows to improve efficiency and customer impact.

• Gather requirements and implement solutions in the CS tech stack (Salesforce, Clari, Workato), prioritizing automation and usability.

• Build and maintain documentation including SOPs, templates, and playbooks to support adoption and ensure regional consistency.

• Develop and manage dashboards and reports for key CS KPIs and metrics.

• Partner with Data teams to structure and visualize customer data, enabling CS teams with actionable insights.

• Analyze metrics to identify trends, opportunities, and risks, informing strategies around segmentation, resourcing, and risk mitigation.

• Collaborate with leadership to define and track KPIs like NRR, GRR, and CLV.

• Represent CS operational needs across Product, Sales, Marketing, and Finance, ensuring alignment with customer outcomes.

• Drive adoption of tools, workflows, and systems through change management and targeted enablement.

• Provide strategic support and resources to CSMs, AMs, and CS leaders to increase team effectiveness.

What you need:

• 7–10+ years in Customer Success, Strategy & Operations, or Sales Operations within enterprise or growth-stage SaaS companies.

• Proven track record of managing cross-functional programs, change management, and stakeholder communications.

• Deep experience with CS and business systems such as Gainsight, Planhat, Salesforce, Sigma, Asana, or Monday.

• Ability to drive adoption of new tools/processes in fast-paced environments.

• Strong understanding of SaaS customer lifecycles, retention levers, and financial metrics.

• Exceptional executive presence, can influence at all levels and lead through ambiguity.

• Analytical: Skilled in processing and synthesizing quantitative/qualitative data to generate insights.

• Organized: Strong project planning, task prioritization, and time management.

• Detail-Oriented: High attention to detail while maintaining focus on strategic goals.

• Proactive: Self-starter who introduces new ideas and actions without prompting.