Customer Success & Operations Manager driving customer engagement and improving onboarding processes in construction tech company. Supporting clients in leveraging AI - driven project management software.
About the role
- Customer Success Operations Manager at Vasion, focusing on systems and processes for Customer Success. Supporting operational excellence and data-driven strategies for exceptional customer experiences.
Responsibilities
- Own the administration, configuration, and optimization of our CS platform.
- Evaluate, implement, and integrate new tools that improve team productivity and customer visibility
- Serve as the internal subject-matter expert for CS technology, providing training and support to the broader team
- Partner with Business Operations to ensure clean data flows across the CRM and CS tech stack
- Collaborate with the Business Intelligence team to build and maintain dashboards and reports that surface key CS metrics — NRR, health scores, engagement trends, and more
- Translate data into actionable insights for CS leadership to inform strategy and resource allocation
- Establish a consistent data governance framework to ensure accuracy and reliability across CS reporting
- Conduct ad hoc analyses to investigate churn drivers, expansion patterns, and customer behavior
- Collaboration with GTM Compensation team on plan design and execution
- Design, document, and iterate on scalable onboarding programs and customer journey playbooks
- Collaborate with CS Managers to identify gaps in the customer experience and build operational solutions
- Develop and maintain a CS playbook library covering key moments: onboarding, QBRs, escalations, expansions, and renewals
- Partner with Enablement or L&D to ensure playbooks are adopted and consistently executed by the team
- Internal enablement and best practices
- Build and maintain a renewals forecasting model that gives leadership clear visibility into upcoming renewals and risk
- Develop early-warning systems using health score data, usage signals, and engagement trends to flag at-risk accounts
- Support the renewals process operationally — tracking renewal timelines, coordinating with Finance and Legal as needed, and ensuring no renewal falls through the cracks
- Produce regular churn analysis reports to identify systemic risk factors and inform proactive retention strategies
Requirements
- 3–5 years of experience in Customer Success Operations or a closely related field at a B2B SaaS company
- Hands-on experience administering a CS platform (Gainsight, Client Success, ChurnZero, Totango, etc.) and Salesforce
- Strong analytical skills with proficiency in Excel/Google Sheets
- Proven ability to design and document processes and playbooks that non-operational teams can actually follow
- Comfortable working with ambiguity and building structure where little exists
- Excellent communication skills — you can translate complex data into clear narratives for non-technical stakeholders
- Detail-oriented and highly organized, with the ability to manage multiple projects simultaneously
- Nice to Have
- Familiarity with customer health scoring methodologies
- Background in customer success or account management prior to moving into operations
Benefits
- Flexible work environment
- Vacation Bonus
- Flexible paid time off
- Paid parental leave
- Competitive pay
- A full suite of traditional benefits
- Training/Advancement opportunities
- 401k with company match and immediate vesting
- Financial wellness education
- Company-contributed HSA
- Onsite perks include gym, pickleball, snacks & drinks, arcade, theater room, etc.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Success Specialist managing US school partnerships for Zen Educate. Building relationships and supporting educators while driving demand for educational staffing solutions.
Customer Success Specialist managing US school partnerships, building relationships, and supporting educators at Zen Educate. Aiming to enhance education recruitment through technology solutions.
Customer Success Manager driving digital transformation and customer success with Autodesk Forma in the construction sector. Responsible for relationship management and strategic growth with major AECO organizations.
Customer Success Manager addressing customer inquiries for legal services from in - house legal tech team. Offering support for onboarding new clients and maintaining existing client relationships in a hybrid environment.
Customer Success Supervisor leading account management team for SaaS company, ensuring client satisfaction and retention while managing long - term partnerships.
Director of Customer Success at Mainspring Energy improving customer experience post - deployment. Collaborating with cross - functional teams to resolve issues and enhance system performance.
Senior Customer Success Manager responsible for onboarding and developing customer relationships for innovative logistics software solutions. Focusing on customer satisfaction and long - term partnerships.
Intern responsible for customer success journey orchestration at Cortex. Assisting in project management with a focus on client value delivery.
Enterprise Client Success Executive driving customer value and long - term partnerships at Meltwater. Collaborating cross - functionally to ensure client success and alignment with business objectives.