Senior Manager, Customer Success Operations

Our growing Commercial Revenue Operations team is seeking a Senior Customer Success Operations Manager! This is a critical player/leader role for an experienced professional who can drive operational efficiency, scale processes, and enable our Customer Success team to deliver exceptional customer outcomes. The ideal candidate will bring a strategic mindset, deep operational expertise, and a passion for empowering Customer Success through data, systems, and process excellence. 

This role requires both hands-on operational executions and a strategic mindset, managing one Customer Success Operations team member, and the ability to influence cross-functional teams. It is a unique opportunity to lead and optimize how we deliver value to our customers. This role reports to the VP of Commercial Revenue Operations. 

What You’ll Do

• Drive scalable programs to strengthen adoption, retention, and customer health
• Partner with CS leadership on the Ops roadmap (journeys, success plans, cadences, playbooks, health metrics)
• Lead change management efforts to ensure adoption of new tools, workflows, and playbooks across the CS org
• Deliver dashboards and reporting for KPIs, retention forecasts, and risk management tying insights directly to measurable business outcomes
• Establish feedback loops to inform Product, Marketing, Sales, and Operations.
• Streamline processes with Business Applications to ensure automation, governance, and accurate reporting
• Maintain CS documentation and continuously improve frameworks, metrics, and processes to drive revenue growth and reduce churn

Team Leadership & Collaboration

• Mentor and develop the CS Ops Manager; set KPIs and lead team rhythms and reporting
• Act as a strategic advisor to CS leadership bringing insights and recommendations with executive presence
• Partner with RevOps peers to align lifecycle processes, data, and systems
• Facilitate training/workshops to improve adoption of systems, playbooks, and processes
• Establish cross-team rituals for seamless lifecycle management and handoffs

Cross-Functional Collaboration

• Partner with Product, Support, Analytics, Sales, and Operations to centralize insights, mitigate risks, and improve touchpoints
• Represent CS in leadership forums communicating risks, mitigation strategies, and business impact
• Own retention forecasts for strategic accounts; communicate risks and mitigation strategies

Systems & Data Management

• Execute the CS Ops roadmap with ChurnZero and GTM Applications teams
• Define reporting needs; deliver dashboards, health scores, and insights
• Uphold data governance and accuracy of CS data
• Translate CS needs into technical requirements and ensure alignment with GTM systems strategy

Your First 90 Days 

• First 30 Days: Build relationships with the Customer Success leadership team, CSMs, and stakeholders across Commercial Revenue Operations. Assess current CS processes, reporting frameworks, and system architecture. Begin identifying high-impact opportunities for improvement. 

• First 60 Days: Own the CS Ops roadmap, prioritizing initiatives in alignment with retention and expansion goals. Deliver first round of reporting and dashboards to give visibility into health metrics and operational KPIs. Begin implementing workflow improvements. 

• First 90 Days: Take full ownership of Customer Success Operations, including data governance, system partnership, and team enablement. Lead strategic initiatives, mentor junior team members, and establish yourself as the trusted operational partner to CS leadership. 

Who You Are 

• 5+ years of experience in Customer Success or Revenue Operations, with at least 3 years managing or mentoring team members 
• Strong expertise with Salesforce and Customer Success platforms (ChurnZero, Gainsight, Gong, ZoomInfo, LinkedIn Sales Navigator) 
• Experienced in leading change management initiatives, driving adoption of systems and processes across teams
• Demonstrated executive presence with the ability to present insights and recommendations to senior leadership
• Proven track record of improving retention, adoption, and expansion through scalable operational solutions 
• Skilled in cross-functional collaboration with Product, Support, and Revenue Operations peers 
• Strong project management and communication skills; able to influence stakeholders and balance multiple priorities 
• Proficient with Excel and data analysis tools; comfortable building dashboards and using customer signals to measure success 

Your Differentiators 

• Experience with agile methodologies and tools (Scrum, Jira)
• Expertise in assessing business deficiencies, recommending best practices, and partnering with technical resources to implement solutions 
• Self-starter with a keen eye for building efficient and value-driving data workflows 
• Proven experience in developing and delivering quantitative metrics in a business context 
• Previous management experience with a desire to develop further leadership skills 
• Comfortable working in ambiguity; capable of building structure from scratch 

Our Values 

• We are a Team: Employees, customers, and partners working together. 
• We are Customer-Focused: Customers are the heart of everything we do. 
• We are Driven: Seeking exceptional outcomes. 
• We own our Success: Every employee has a stake in our company. 
• We do the right thing and have fun in the process. 

The salary range for this opportunity is $125,000-$147,000 per year. You will be eligible for employee equity as well as discretionary bonus compensation, subject to plans that may be in effect from time to time. You will further be eligible to participate in Unanet’s employee benefits plans and programs. For more details on Unanet’s benefits offerings, please visit https://unanet.com/employee-benefits. 

Unanet is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national origin, age, disability, veteran status or any other consideration made unlawful by applicable federal, state or local laws.