Senior Customer Success Operations Manager

Hi, we’re CompanyCam.

We’re a simple-to-use photo documentation and productivity app for contractors of all commercial and home services industries. Packed with intuitive functionality, CompanyCam facilitates unparalleled communication and accountability across a contractor’s entire business. We’re committed to providing a consumer-grade, game-changing experience that helps our users build trust within their company and with their customers.

But don’t let that corporate description fool you—the people behind our buttoned-up product are laid-back (but hardworking), genuine, and kickass, and you could be one of them! 

The Role

We’re looking for a Senior Customer Success Operations Manager to lead the strategy, systems, and operational processes that power customer retention and expansion. In this role, you’ll design and optimize the frameworks that support onboarding, product adoption, renewal, and growth across the customer lifecycle.

You’ll partner closely with Customer Success leadership as well as teams across Sales, Product, Finance, and Revenue Operations to ensure alignment on lifecycle processes, customer health metrics, and execution standards. This role plays a key part in enabling a high-performing Customer Success organization through scalable systems, data-driven insights, and operational excellence.

With an AI-forward mindset, you’ll leverage automation and predictive insights to proactively manage churn risk, improve customer outcomes, and expand the capacity of the Customer Success team in a high-growth SaaS environment.

Location: This is a remote position. You must live and work permanently in the U.S. to be considered.

What You'll Do

• Own and optimize the Customer Success technology ecosystem, ensuring systems are integrated, scalable, and aligned with lifecycle processes
• Administer and enhance CRM and Customer Success platforms while maintaining strong data governance and process integrity
• Design and implement automation that improves efficiency, reduces manual work, and enhances the customer experience
• Define and operationalize lifecycle workflows across onboarding, adoption, customer health monitoring, renewal, and expansion
• Partner with Customer Success leadership to translate strategy into scalable operational frameworks and playbooks
• Implement predictive customer health scoring and risk detection models using behavioral, engagement, and product usage data
• Develop reporting frameworks and dashboards that provide visibility into key metrics such as GRR, NRR, churn risk, product adoption, and time-to-value
• Deliver insights that inform renewal forecasting, expansion strategy, and resource allocation decisions
• Align cross-functional processes and SLAs with Sales, Product, Support, and Finance to ensure seamless customer handoffs
• Lead cross-functional projects that improve lifecycle execution, remove operational bottlenecks, and scale Customer Success processes
• Evaluate and implement new tools, automation, and AI-driven capabilities that enhance customer lifecycle management
• Establish governance, documentation, and best practices that support long-term operational scalability

The Impact You'll Have

At CompanyCam, your work makes a real impact. Whether you're writing code, supporting customers, or designing experiences, your contributions directly shape the product we deliver and the people we serve. We're building something that helps real people solve real problems—and we believe that kind of work is best done by a team that reflects the world around us. In this role, you’ll drive impact by:

• Building scalable operational systems that strengthen customer retention and expansion
• Improving visibility into customer health, lifecycle performance, and renewal risk
• Enabling Customer Success teams to operate more efficiently through automation and better tools
• Strengthening cross-functional alignment around the customer lifecycle
• Helping CompanyCam deliver stronger customer outcomes while supporting long-term revenue growth

What You'll Bring

• 5–7 years of experience in Customer Success Operations, Revenue Operations, Sales Operations, or similar roles within a B2B SaaS or high-growth technology company
• Strong experience designing and optimizing customer lifecycle processes in subscription-based businesses
• Hands-on expertise with Salesforce and Customer Success platforms such as Gainsight, ChurnZero, Totango, Catalyst, or similar tools
• Experience implementing automation, workflow optimization, and scalable op