Senior Revenue Operations Manager, Customer Success & Experience
The Sr. Operations Manager, CSX plays a critical role in scaling and optimizing Customer Success & Experience (CSX) operations. This role focuses on driving operational rigor, data integrity, and actionable insights that enable Customer Success teams to deliver consistent, high-quality customer outcomes. You will collaborate closely with Customer Success, Sales Operations, Marketing Operations, Enablement, and Analytics to translate strategy into scalable execution that supports retention, expansion, and long-term customer value.
What you’ll do:
- Lead and improve end-to-end Customer Success & Experience operations, from onboarding through retention and growth.
- Partner with Customer Success leaders to turn business goals into scalable processes, systems, and workflows.
- Establish consistent CSX best practices while allowing flexibility for customer-specific needs.
- Define, standardize, and report on key customer success metrics, providing clear insights for CS, Revenue, and executive leadership.
- Continuously optimize CSX processes, tools, and systems to improve efficiency, scalability, and real-world usability.
- Drive automation and system enhancements across CRM and customer success platforms in partnership with Systems and Enablement teams.
- Ensure strong customer data hygiene, governance, and trust across Salesforce and MNTN’s platform.
- Collaborate cross-functionally to align post-sales workflows, support change management, and improve the overall customer experience.
What you’ll bring:
- 5 years of experience in Customer Success Operations, Revenue Operations, or a related role, preferably in a technology environment.
- Strong analytical and problem-solving skills, with experience translating data into operational insights.
- Hands-on experience with Salesforce and customer success or support platforms (e.g., Gainsight, Intercom).
- Proven ability to design, implement, and scale operational processes in a growing organization.
- Excellent project management, communication, and stakeholder management skills.
- Detail-oriented and systems-minded, with a strong focus on data accuracy and process discipline.
- Self-starter with a proactive, outcomes-driven mindset and comfort operating in ambiguity.