Customer Success Operations Manager

As the Customer Success Operations Manager, you will work within the Customer Success team and focus on scale, efficiency, and data driving toward our revenue retention goals. Your mission is to remove friction for our customer success managers by optimizing processes, managing our success tech stack, and turning customer data into actionable insights. You will help ensure that our customer experience remains seamless and data-driven.

Systems Ownership & Integration:

• Own the operational effectiveness of core Consumer Operations systems, including Gainsight, Salesforce, Pendo, Slack integrations, and related tooling.
• Ensure systems are stable, scalable, well-integrated, and optimized for frontline teams
• Act as the technical point of accountability for system enhancements, integrations, and issue resolution.
• Proactively identify gaps or inefficiencies in the current tech stack and propose durable solutions with an AI first approach.
• Take ownership of ambiguous operational problems by structuring analyses, developing recommendations, and driving implementation.
• Create scaled AI solutions to operational problems using platforms such as Luvable, chatgpt, and n8n if needed.

Client Operations:

• Own the creation of email and/or in-app outreach to our customer base to drive product awareness and adoption. This includes creating the copy, audience segmentation, and success reporting.
• Enable CSM team to best serve clients through scalable solutions such as Gainsight CTAs, automated QBR creation, and NPS Surveying.
• Build and formalize customer success workflows across the full member lifecycle, from onboarding through ongoing engagement and issue resolution. Help identify friction points and proactively design solutions.

Voice of the Customer (VOC) Reporting & Insights:

• Be a thought leader/owner in the development and maintenance of reporting that surfaces Voice of the Customer (VOC) insights across Consumer Operations channels.
• Build scalable, automated reports and dashboards that highlight customer sentiment, recurring issues, friction points, and experience trends.
• Partner cross-functionally to ensure VOC insights are actionable and regularly incorporated into decision-making.
• Use data to connect customer feedback to operational drivers and improvement opportunities.
• Support client retention through scaled data analytics on product adoption.

What Makes You a Great Fit?

• 3+ years in a similar role, such as Customer Success Operations or Sales Operations
• Ideally experience in a high-growth SaaS environment
• Strong project management and "change management" skills
• Proficiency in Salesforce, Gainsight, Excel, and AI tooling
• Experience building operational systems from scratch that has scaled successfully with business growth
• Demonstrated ability to troubleshoot technical issues across multiple integrated systems
• Exceptional written and verbal communication — you can explain complex technical issues to non-technical stakeholders and write client communications that build confidence
• Strategic thinking balanced with hands-on execution — you can design long-term solutions while rolling up your sleeves to solve today's problems
• Strong prioritization skills — you thrive when everything feels urgent and can make clear trade-off decisions
• Cross-functional collaboration — you build strong relationships across teams even when priorities compete
• Comfort with ambiguity — you can create structure and clarity in undefined situations

What VTS Values & How We Show It

• Strive for Excellence - We know your potential is unlimited. Take advantage of our executive coaches and our training and career development programs available to all employees! 
• Be Customer Obsessed - We’re employee obsessed too! VTS offers competitive compensation, comprehensive health benefits (including dental and vision), pre-tax commuter benefits, and a 401(k) plan. Not to mention the fun stuff - quarterly happy hours, wellness events, clubs, and team lunches! 
• Be Curious - Benefit from a culture that promotes new learning. VTS offers an education stipend to all employees! 
• Move as One - We work in an open floor plan to promote cross-functional collaboration. 
• Take Ownership<