Were looking for a strategic and execution-driven Senior Customer Success Operations Manager to help us scale and optimize our global CS and Support organization .
This individual will own the systems, data, and workflows that power our ability to deliver best-in-class customer experiences across segments, regions, and use cases from MSSPs to enterprise red teams.
This role is central to driving our operational maturity forward: from tooling and automation to customer health modeling and performance visibility across 1000+ accounts.
What You'll Own
Systems & Tooling
Lead the implementation and optimization of key tools (e.g., Gainsight, SFDC, Databricks) to support CS workflows, renewals, adoption tracking, and support ops
Partner with Product, R&D, and Support teams to align tech stack with EV/EM rollout phases and customer lifecycle milestones
Own ongoing configuration and governance of Salesforce for CS use cases including playbooks, task flows, renewal views, and reporting
Serve as the go-to SME for Gainsight (a plus) health scores, CTAs, journey orchestration, and adoption triggers
Data & Insights
Build scalable reporting models to track CS performance, GRR/NRR trends, usage signals, and early warning indicators
Design customer health scoring models using both structured inputs (e.g., ARR, support trends) and behavioral and adoption signals
Drive quarterly CS insights for leadership reviews and board presentations
Strategy & Enablement
Drive operational alignment across CS, MSSP, and Support teams to ensure SLAs, success plans, and validation strategies are measurable and scalable
Support customer segmentation and service tiering (e.g., Core Defense / Adaptive Security / Offensive Advantage) with relevant data views and automation
Partner with CS leadership on forecasting, headcount modeling, and compensation design support
Requirements: 4+ years of experience in CS Ops / Revenue Ops / GTM Analytics at a fast-paced SaaS company (cybersecurity a plus)
Salesforce power user strong admin-level expertise across dashboards, workflows, and custom object modeling
Gainsight experience a plus, but not mandatory if youve implemented similar lifecycle or journey tools
Strong analytical background fluent in building dashboards and interpreting complex usage data
Able to take ambiguous problems and build processes, dashboards, or workflows to solve them
"Big head, can-do" attitude proactive, scrappy, collaborative, and comfortable working across CS, Product, and GTM
Youre energized by enabling others and making complexity manageable
This position is open to all candidates.