Senior Manager, Customer Operations

The Senior Manager, Customer Operations is a strategic and hands-on leader responsible for driving operational excellence, insight-led decision making, and scalable execution across the Customer organization with a primary focus on Customer Success. This role partners closely with Customer leadership and the Head of Customer Operations to translate data, trends, and customer signals into action that improves adoption, retention, renewal outcomes, and overall customer health.

As the senior operations leader, this role owns GTM tooling enhancements, custom analytics, process design, and change management. They serve as the connective tissue between Customer Success, Data & Analytics, Product, Sales, Support, and Marketing—ensuring our customer teams are equipped with the right insights, workflows, and systems to proactively manage risk and drive customer value.

This role manages a Senior Analyst, Customer Operations role, providing direction, prioritization, and coaching, while remaining deeply involved in strategy, analysis, and execution.

In this role, you will:

Strategic Ops Partnership & CS Leadership Support

• Act as the primary operational partner and right hand to customer leadership, and a trusted operational partner to Customer Success Managers/Leaders.
• Provide ongoing trend analysis and insights to inform strategy, forecasting, renewals, and risk mitigation.
• Lead regular cross-functional forums to present data-driven insights on customer risk, adoption gaps, and renewal health, and collaborate with CS leadership to align on and support resulting action plans.
• Package [product usage] customer-ready insights and narratives that CSMs can confidently share with customers.
• Support change management efforts tied to new tools, processes, motions, or organizational shifts.

Customer Success Data, Insights & Analytics

• Partner with the Data & Analytics (DAS) team to define, build, and maintain key CS dashboards for both internal leadership and customer-facing use.
• Own CS data governance, including definitions, QA, validation, and consistency across tools and reports.
• Serve as the liaison between Customer Success and DAS, translating CS needs into clear data specifications and priorities.
• Oversee intake, prioritization, and scoping of CS data requests.
• Deliver actionable insights related to:
• Renewals and forecasting
• Customer risk and churn prevention
• Activation and product adoption
• Coverage models and capacity planning

Tools & Systems Ownership

• Partner with the Optimization team to administer, optimize, and evolve CS tools, including Gainsight, Salesforce (CS workflows and reporting), and Gong (CS use cases and insights)
• Provide clear operational requirements and use cases
• Support configuration, administration, and ongoing system hygiene
• Serve as primary CS point of contact for SFDC and CS tooling updates, ensuring timely communication back to the Success org
• Design and enable workflows for renewals, activation, risk management, and coverage.
• Ensure tools are configured to support scalable, repeatable CS motions.
• Work with our enablement team to lead systems training across Gainsight, Gong, Tableau, Salesforce, and related tools.

Process Design & Execution Excellence

• Design, document, and continuously optimize Customer Success processes, policies, and operating rhythms to ensure consistent execution and system adoption across the CS organization.
• Establish clear standards for CS execution by defining how core motions (e.g., renewals, risk management, account planning) should be run in practice, and monitoring adherence and effectiveness.
• Partner with CS managers and leaders to ensure CS systems are used optimally in day-to-day execution by reinforcing correct workflows, data hygiene, and process alignment across Gainsight, Salesforce, Gong, and analytics tools.
• Identify execution gaps and friction points through system usage, data quality, and CSM behavior patterns, and partner with CS leadership to drive targeted process or system improvements.
• Partner cross-functionally with Product, Sales, Marketin