Customer Success Operations Manager

Job Description:

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We are looking for a Customer Success Operations Manager to play a pivotal role in our Customer Success organization, ensuring the efficiency and effectiveness of our renewal processes and customer health. This position will be responsible for executing on the entire renewal lifecycle, from opportunity creation to execution, while optimizing processes and providing data-driven insights to maximize retention and expansion revenue.

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Core Responsibilities include:

• ensuring all renewal opportunities are properly created, assigned and tracked in our CRM system;
• compiling and analyzing customer usage data against contracted usage to support informed renewal conversations;
• establishing and maintaining an organized auto-renewal strategy and implementation process;
• identifying contracts requiring updates to new terms and initiating early conversations for smooth transitions;
• owning and leading the renewal pipeline review meetings with key stakeholders;
• creating and maintaining comprehensive renewal risk assessments using health scores and usage data;
• tracking delayed renewals and proactively engaging with opportunity owners to drive closure;
• verifying invoice accuracy and ensuring timely close/won status updates for all renewal opportunities;
• reporting on early/on-time/late renewals and quantifying the associated revenue impact;
• developing standardized renewal workflows for different customer segments and renewal types;
• building and maintaining renewal dashboards for leadership visibility and decision-making;
• collaborating cross-functionally with Sales, Customer Success, Finance, and Legal teams to streamline the renewal process;
• identifying and implementing automation opportunities to increase renewal efficiency internally and for the customers;
• conducting analyses of renewal trends to identify improvement opportunities.

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Requirements include:

• 3+ years of experience in SaaS operations, revenue operations, or customer success operations;
• strong understanding of subscription business models and renewal processes;
• excellent analytical skills with the ability to translate data into actionable insights;
• experience with CRM systems and demonstrated ability to maintain data integrity;
• strong project management capabilities with attention to detail;
• exceptional communication skills and the ability to work effectively across teams;
• proactive problem-solving approach with a focus on process improvement;
• experience in customer-facing roles is a plus;
• Bachelor's degree or equivalent practical experience.

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Technical skills required include:

• proficiency in Salesforce or similar CRM platform,
• Excel or other data analysis tools,
• BI tools such as Power BI or Looker,
• project management tools,
• and knowledge of billing systems and integration with CRM is a plus.

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Work environment includes:

• standard indoor working environment,
• occasional long periods of sitting while working at computer,
• regular interaction with employees at all levels via e-mail, phone, and video conference,
• collaboration with various departments including Sales, CS, Finance, and Legal,
• and independent travel requirement up to 5%.