Senior Customer Success Operations Manager

12+ years of experience in customer insights, business analytics, customer success operations, or a similar role.
Proven experience bringing to bear insights to influence customer strategy and business decisions.
Proficient in SaaS metrics and customer success indicators.
Proficiency in data analysis and visualization tools such as Tableau, Power BI, or Looker.
Strong SQL and/or data wrangling skills a plus.
Experience guiding cross-functional initiatives and influencing collaborators at all levels.
Ability to present complex data clearly and persuasively to both technical and non-technical audiences.
Passion for improving the customer experience through data-driven strategies.
Bachelor’s degree in Business, Analytics, or a related field (Master’s degree preferred) or equivalent experience.

Lead the design and implementation of a scalable customer insights strategy aligned with business goals.
Analyze customer and/or partner behavior to identify patterns, risks, and opportunities for growth, adoption, and value realization.
Define and evolve key success metrics (e.g., product adoption, churn risk, value delivery, NRR, and engagement).
Build and update dashboards and reports tailored to specific roles to monitor critical metrics and measure progress towards strategic goals.
Work with internal customers to translate business questions into analytical frameworks and actionable insights.
Lead with vision for data-driven decision-making across Customer Success and adjacent functions.
Champion data quality and governance efforts related to customer and partner success metrics.
Encourage alignment on customer insights needs with different partners like field teams, operations, product, and executive leadership.

MBA or equivalent experience.
Data Science experience and background.
A drive to learning innovative technologies and building repeatable and scalable customer engagement motions.
Understanding of data science workflows, machine learning, and AI trends.