Customer Success Operations Manager

Customer Success Operations Manager

We're looking for a Customer Success Operations Manager to be a strategic thought partner to CS leadership and a force multiplier for our growing team. This person will be both analytical and action-oriented able to dive deep into data to surface insights, anticipate future needs, and build scalable processes that support a high-performing Customer Success function. The ideal candidate thrives in ambiguity, drives initiatives with minimal direction, ensures process compliance, and proactively identifies areas of risk and opportunity to support customer and business success.

Strategy

Partner with CS leadership to shape the future of the CSM function by anticipating scaling challenges, operational bottlenecks, and emerging customer needs.

Build and maintain a world-class customer success toolkit that enables each CSM to deliver consistent, high-quality customer experiences including standardized processes and templates for internal & customer meetings

Design and refine customer journey touchpoints, internal workflows, and engagement models that optimize CSM capacity and drive measurable value.

Identify gaps in process or execution, emerging trends in customer challenges, and proactively develop remediation strategies to improve outcomes and efficiency.

Data & Insights

Develop a deep understanding of the metrics that drive Ironclad's Customer Success strategy and convert data into actionable insights.

Track and analyze leading indicators of customer health, adoption, and retention; provide clear reporting and recommendations to CS leadership.

Proactively identify pockets of risk (e.g., stalled implementations, low engagement) and opportunity (e.g., expansion potential, power user behavior) through a combination of systems data and qualitative feedback.

Ensure data accuracy and consistency across key systems (e.g., Salesforce, Catalyst); implement routines and controls to uphold data integrity and compliance.

Act as a bridge between business and technical teams, translating business requirements into technical specifications for BI stakeholders and communicating complex data insights to both technical and non-technical audiences.

Process & Execution

Enforce operational compliance by ensuring CSMs are following defined processes, capturing the right data, and maintaining quality standards in customer execution.

Lead cross-functional coordination (e.g., Professional Services, Sales, Product, Support) to improve account planning, risk mitigation, and customer transitions.

Build, iterate, and document scalable processes that increase efficiency, accountability, and repeatability across the CS org.

Maintain a central knowledge base of CS operations and best practices; ensure ongoing team alignment and adoption.

Manage CS operations tasks and programs end-to-end, including reporting, tooling, systems management, and special projects.

What We're Looking For

5-7+ years in GTM Strategy & Operations or Analytics roles, with at least 3 years supporting a Customer Success organization.

Proven ability to design, implement, and scale processes across a growing team.

Analytical mindset with strong attention to detail able to extract insights from complex data and make clear recommendations.

Familiarity with Customer Success platforms and metrics (e.g., Catalyst, Salesforce, health scores, NRR, time-to-value).

Strong project management and cross-functional collaboration skills.

Clear and persuasive communicator with the ability to drive clarity and alignment across stakeholders.

Self-starter who can operate with autonomy and maintain momentum in fast-paced, evolving environments.

Base Salary Range : $135,000.00 - $165,000.00

The base salary range represents the minimum and maximum of the salary range for this position based at our San Francisco headquarters. The actual base salary offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our base salary is just one component of Ironclad's competitive total rewards package, which also includes equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure), competitive health and wellness benefits, and a commitment to career growth and development.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.