Customer Success Operations Manager

Do you want to help make the world safe from cyber attack?

At Corelight, we believe that the best approach to cybersecurity risk starts with the network. Attackers can evade endpoint detection, firewalls and many other technologies - but they can’t avoid leaving digital footprints on the networks they traverse. Built on open-source innovations from Zeek, Suricata and YARA and refined through years of real-world use, Corelight transforms network footprints from physical, virtual and cloud networks into actionable insights. Our customers use these insights to speed incident response and proactively hunt for threats.

As Lead Customer Success Operations Manager, you will be the strategic architect of our post-sales engine. You will sit at the critical intersection of data science and customer strategy, empowering our Technical Account Management (TAM) and CS teams to deliver world-class value. By bridging the gap between deep technical telemetry and executive-level business insights, you will ensure that Corelight’s most strategic customers not only adopt our technology but thrive within it. Your work will directly influence our Net Revenue Retention (NRR) and scale our ability to protect the world's most sensitive networks.

Specific Responsibilities:

• Operationalize Strategic Metrics: Define, implement, and maintain a robust framework of KPIs (activation, feature adoption, health scores, utilization) that measure CS efficiency and customer impact.
• Drive Executive Decision Support: Lead the creation of executive-level operations reviews and dashboards, translating complex technical data into actionable insights for the CS leadership team.
• Architect Early Warning Systems: Design and manage predictive models and "early warning" systems to identify churn risk and expansion opportunities, directly supporting NRR growth.
• Lead Cross-Functional Programs: Program manage scalable initiatives, such as customer maturity content and process improvements, collaborating across Product, Engineering, and Sales to remove friction from the customer journey.
• Optimize the CS Tech Stack: Own and refine the tooling infrastructure (SFDC, Gainsight, BI tools) to ensure data integrity and a seamless "single source of truth" for the global CS organization.
• Bridge Technical & Business Strategy: Partner with Sr. TAMs to translate technical product requirements and customer feedback into prioritized roadmaps for Product and Engineering.

Being successful on this team requires the ability to:

• Drive Systematic Impact: Move beyond tactical fixes to design scalable, repeatable processes that improve the entire customer ecosystem.
• Influence Without Authority: Act as a cross-functional driver who can build consensus and lead complex projects across diverse departments like Finance, Product, and Sales.
• Translate Complexity: Communicate sophisticated technical methodologies or data trends in simple, business-centric terms for executive presentations.
• Navigate Ambiguity: Operate as a high-autonomy self-starter who thrives in a fast-paced environment and can prioritize high-impact work amidst competing demands.
• Pull Signal from Noise: Demonstrate expert analytical rigor to identify the "why" behind the data, turning raw numbers into strategic recommendations.

Qualifications/Requirements:

• Experience: 7+ years of progressive experience in Customer Success Operations, GTM Operations, or Business Operations, ideally within a high-growth SaaS or Cybersecurity environment.
• Technical Expertise: Mastery of Salesforce (SFDC) and specialized CS platforms (e.g., Gainsight, ChurnZero); high proficiency in SQL and BI tools (Tableau, Looker).
• Strategic Domain Knowledge: Deep understanding of the Customer Lifecycle, including NRR drivers, capacity planning, risk analysis, and segmentation.
• Education: BS/BA in a quantitative field (e.g., Math, Stats, Economics, Operations Research, Engineering, or Computer Science).
• Cybersecurity Context: Familiarity with network security, incident response, or threat hunting (Zeek, Suricata, or SIEM markets) is highly preferred.
• Communication: Proven track record of developing executive-level presentations and managing large-scale program timelines.

Fueled by investments from top-tier venture capital organizations such as Crowdstrike, Accel and Insight, Corelight is the fastest growing network detection and response platform in the industry. Our customers trust u