CRM Specialist executing campaigns for B2Spin's innovative gaming experiences. Responsible for quality assurance, data integrity, and cross - functional collaboration to drive continuous improvement.
About the role
- Customer Success Operations Manager responsible for defining, operating, and scaling metrics and processes at Nooks.ai. Working closely with CS leadership to ensure high post-sales performance.
Responsibilities
- Define and own the core metrics, KPIs, and performance frameworks that govern Customer Success and Support
- Design and maintain CS dashboards and reporting that translate data into clear, actionable insights for CS leadership
- Own customer health scoring logic and segmentation models across high, medium, and low-touch customer segments
- Proactively surface trends, risks, and opportunities, influencing leadership decisions through data-backed recommendations
- Ensure accuracy, consistency, and trust in CS data across all systems of record
- Own the CS operating cadence, including forecasting rhythms, performance tracking, and planning cycles
- Execute day-to-day CS operations tasks that keep the business running
- Design, document, and continuously improve CS processes such as book of business structure, capacity modeling, renewals workflow, and escalation paths
- Partner with CS and Support leadership to evolve the post-sales operating model as the business scales
- Drive cross-functional alignment with Sales, Product, and Marketing to improve customer experience and post-sales execution
- Own the CS technology stack end-to-end, from requirements gathering through configuration, rollout, and ongoing optimization
- Design and implement workflows, automations, and customer lifecycle journeys within HubSpot and adjacent CS tools
- Help to build and scale digital success programs across customer segments
- Evaluate tooling gaps and implement best practices, standardization, and automation to improve CS efficiency and effectiveness
Requirements
- 4+ years of experience in Customer Success Operations, Revenue Operations, or management consulting
- Proven experience owning CS metrics, health scoring, renewals forecasting, and post-sales performance management
- Hands-on experience with CS and SaaS technology stacks such as HubSpot, Gong forecasting, Pylon, Looker, and Gainsight
- Advanced ability to build and maintain dashboards, reports, and data models that drive executive decision-making
- Strong analytical judgment with the ability to move beyond reporting into insight, prioritization, and recommendation
- Demonstrated success designing scalable CS processes and operating models in high-growth SaaS environments
- Strong project ownership skills with the ability to independently drive complex, cross-functional initiatives
- Comfort operating with ambiguity and shaping structure where none exists
- Builder mindset with a bias toward action and measurable impact
- Deep empathy for customer-facing teams and a strong investment in their success.
Benefits
- Competitive compensation
- Equity
- Generous perks
- Comprehensive benefits
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