Senior Manager, Customer Success Operations

Why This Role:

You’ll build the data, process, and tooling layer for Eve’s Customer Success organization. We have 900+ accounts, a growing renewal book, and a CS team that’s scaling fast. Health scores need to be rebuilt. Renewal forecasting needs to be trusted by Finance. Playbooks exist in theory but aren’t operationalized. The data is there (Snowflake, product telemetry, CRM), but it’s not connected to the workflows that CSMs run every day.

This is not a reporting role. You’ll spend most of your time designing systems: building the health score methodology that predicts churn, operationalizing playbooks, and standing up renewal forecasting that leadership and Finance trust. The rest of your time goes to capacity planning, territory design, and partnering with RevOps and Finance to make sure CS metrics are calculated consistently across the business.

What You'll Accomplish:

Own CS analytics end-to-end: health scoring methodology, renewal forecasting, portfolio segmentation, and the dashboards that leadership and Finance rely on for decision-making

Design and operationalize playbooks that drive customer outcomes: onboarding workflows, risk intervention sequences, expansion motions, renewal execution

Use AI tools as part of your daily workflow: automating data pulls, building smarter alerting, finding patterns that manual analysis would miss

Build and maintain the CS tech stack. Clean data, working automations, tooling the team relies on. Partner with GTM Systems on shared infrastructure across the revenue stack

Deliver capacity planning, territory design, and comp modeling that keeps pace with a growing team and portfolio

Identify patterns across the portfolio: what’s driving churn and where onboarding stalls. Turn those into specific actions for CSMs and leadership

Partner with RevOps and Finance to make sure CS metrics (GRR, NRR, renewal forecasts) are calculated consistently, trusted across the business, and ready for executive reporting

What We Are Looking For:

5-8+ years in CS Operations, Revenue Operations, or Business Operations at a B2B SaaS company, with at least 2 years focused on Customer Success

Hands-on experience building health scores, renewal forecasting models, and portfolio segmentation frameworks

Strong SQL skills and comfort working directly with data warehouses

Experience implementing and administering CS platforms, including configuration, workflow design, and driving adoption across a team

Track record of designing processes that CSMs actually follow

Ability to translate data into narrative for leadership: what’s happening, why it matters, what to do about it

Comfortable using AI tools (Claude, ChatGPT, Copilot) for analysis, automation, and workflow design

You'll Thrive in This Role If You Have:

Experience with consumption-based or usage-based pricing models

Background in legal technology or professional services SaaS

Familiarity with AI/ML products and the adoption challenges they create

Experience with CS platforms like Gainsight, Vitally, ChurnZero, or Totango

Experience with Salesforce or HubSpot CRM administration and reporting.

Familiarity with Snowflake, Looker, or similar BI/warehouse tools

Background scaling CS operations at a company growing to $100M+ in ARR