Senior Customer Success Operations Manager

Required Qualifications

• Salesforce & CRM Administration: Deep hands-on experience building and maintaining workflows, custom objects, and automations in Salesforce — ideally with an admin certification.
• Data Analysis & Reporting: Proficiency in SQL and/or BI tools (e.g., Looker, Tableau, Sigma) to build reliable reporting and translate raw data into clear, actionable insights.
• Operational Planning: Experience owning planning cycles — capacity modeling, headcount, OKRs — with a structured, data-driven approach that creates clarity and alignment.
• Project & Program Management: Ability to manage complex, cross-functional projects across CS, Sales, Product, Support, and external partners – navigating competing priorities and organizational dynamics to drive clear accountability and follow-through.
• Cross-Functional Influence: You earn trust across teams — CS, Sales, Product, Support, and external partners — and can align stakeholders around a shared plan without relying on authority. Critically, you’re comfortable pushing back on decisions that aren’t right for customers, even when the pressure to go along is coming from above.
• Structured Communication: You translate operational complexity into clear, concise narratives for both IC and executive audiences, written and verbal.
• Autonomous Execution: You drive projects forward with minimal direction, proactively identify what needs to be done, and follow through reliably.
• Salesforce & CRM Administration: Deep hands-on experience building and maintaining workflows, custom objects, and automations in Salesforce — ideally with an admin certification.
• Data Analysis & Reporting: Proficiency in SQL and/or BI tools (e.g., Looker, Tableau, Sigma) to build reliable reporting and translate raw data into clear, actionable insights.
• Operational Planning: Experience owning planning cycles — capacity modeling, headcount, OKRs — with a structured, data-driven approach that creates clarity and alignment.
• Project & Program Management: Ability to manage complex, cross-functional projects across CS, Sales, Product, Support, and external partners – navigating competing priorities and organizational dynamics to drive clear accountability and follow-through.
• Cross-Functional Influence: You earn trust across teams — CS, Sales, Product, Support, and external partners — and can align stakeholders around a shared plan without relying on authority. Critically, you’re comfortable pushing back on decisions that aren’t right for customers, even when the pressure to go along is coming from above.
• Structured Communication: You translate operational complexity into clear, concise narratives for both IC and executive audiences, written and verbal.
• Autonomous Execution: You drive projects forward with minimal direction, proactively identify what needs to be done, and follow through reliably.