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About the role
As Senior Manager, Customer Success Operations, you will lead a small, high-impact team, including a CS Analyst and a Gainsight Administrator, and set the direction for how CS measures performance, uses data, and runs day to day. You sit at the intersection of CS strategy, data, and systems, turning customer signals into clear priorities and repeatable programs for our CSMs and leaders. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Turn customer signals, such as Gong call insights, Staircase relationship and sentiment data, usage, and support activity, into timely risk and opportunity alerts for CSMs
- Support renewal and forecasting rigor and optimize coverage by partnering with CS and Sales leadership on forecast inputs, risk reviews, CSM capacity, book-of-business design, and segmentation
- Establish repeatable processes, playbooks, and enablement for CSMs across escalation, QBR and renewal motions as the business scales
- Champion the voice of the customer by synthesizing feedback and behavioral trends into insights for CS, Sales & Product
More about this role
Our Customer Success team is the front line of our customers’ outcomes, and CS Operations is the engine that helps it scale.
As Senior Manager, Customer Success Operations, you will lead a small, high-impact team, including a CS Analyst and a Gainsight Administrator, and set the direction for how CS measures performance, uses data, and runs day to day. You sit at the intersection of CS strategy, data, and systems, turning customer signals into clear priorities and repeatable programs for our CSMs and leaders. Success looks like trusted CS metrics and benchmarks, a connected and well-governed CS tech stack, and a growing set of automated and agent-assisted workflows that give our CSMs time back to spend with customers.
As Bazaarvoice evolves how we serve customers in an AI-driven commerce landscape, we are also evolving how we run Customer Success. You will help shape that shift by identifying where agentic workflows can take on routine work, designing them with the right guardrails, and measuring whether they improve retention, expansion, and customer experience. You will partner closely with Customer Success leadership, Sales, Finance, and Revenue Operations.
- Lead, coach, and...
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