Customer Success Operations Manager - Customer Stories

Location: Strong preference for someone local to the Bay Area/ Mountain View, HQ but open to remote. 

In this newly created role reporting to our Head of Customer Success Operations, you'll operationalize how we capture and leverage customer success at scale. Rather than waiting for stories to emerge, you'll build systems that automatically detect story-worthy moments across Slack channels, recorded calls, and usage metrics - transforming raw customer experiences into powerful narratives that accelerate deals and deepen relationships.

What will you do?

Story Generation & Content Development

• Deliver at least 10 high-impact customer stories ("conversational nuggets") every month for GTM teams
• Surface competitive insights, AI investment strategies, and win stories from customer interactions
• Create clear guidance on how Customer Success can leverage these across our engagement model and customer journey, as well as how sales teams can utilize these stories with prospects
• Build and maintain a repository of hundreds of customer stories with identified champions

Customer Intelligence & Analytics

• Partner with Data Science to compile compelling statistics and identify narrative angles from customer data
• Create monthly digests of interesting stats with actionable insights for Customer Success teams
• Develop 20 targeted customer briefs per quarter highlighting business initiatives and value delivered
• Track story usage in deal cycles and measure opportunity influenced

AI-Powered Automation & Operations

• Design and implement AI-powered workflows using tools like Moveworks, Claude, ChatGPT, Gemini, etc., to automatically surface story opportunities
• Partner with engineering to build agents that scale story discovery and development
• Own and evolve the "Customer Stories" object in Salesforce, transforming it into a strategic story catalog
• Create systematic processes for monitoring customer Slack channels, call recordings, and success metrics

Cross-Functional Collaboration

• Work closely with Customer Success to identify high-value stories across different use cases (healthcare, HR, frontline workers)
• Partner with Marketing to align story development with campaign needs and customer journey mapping
• Collaborate with Sales to understand story demand and ensure narratives address prospect objections
• Support executive team with strategic customer insights for board meetings and investor relations

What You'll Achieve

• Building a Strategic Story Asset: Within 12 months, you've created a repository of 100+ customer success stories with identified champions, where many of those champions actively participate in advocacy activities (webinars, references, community engagement), transforming one-off wins into a systematic competitive advantage
• Proving Revenue Impact: Within 3 months your stories are included in, and influencing, active upsell and new logo opportunities.
• Scaling Through AI Automation: Within 6 months you've implemented multiple AI-powered workflows that automatically surface story opportunities from customer channels, reducing story creation time while maintaining quality, allowing you to deliver high-impact stories with velocity.
• Becoming the Go-To Intelligence Source: Within 9 months, Customer Success, Sales, and Marketing teams rely on your regular story drops and monthly insights to drive their strategies, making you indispensable to the GTM motion.

What do you bring to the table?

Core Competencies

• Customer-Obsessed Storyteller: You naturally translate customer experiences into compelling narratives that resonate with buyers
• Operational Architect: You think in systems and processes, seeing patterns where others see isolated events
• Data-Savvy Analyst: You're comfortable working with datasets, interpreting metrics, and finding insights that others miss
• AI-Native Builder: You leverage AI tools as creative partners, using ChatGPT, Claude, and similar platforms to amplify your impact
• Scrappy Self-Starter: You thrive in ambiguity, logic through scenarios independently, and build solutions without waiting for validation

Experience & Skills

• 2-5 years in customer success operations, revenue operations, customer marketing, or related field at B2B SaaS companies
• Proven track record of building operational programs from scratch