Customer Success Operations Manager

The Opportunity

We're hiring a Customer Success Operations Manager, an experienced individual contributor role with end-to-end ownership of the operating layer our CSMs run on. Our CSMs carry the renewal and expansion number. This role decides what they see when they log in, which accounts sit in their book, whether their health scores can be trusted, and how much of their week goes to customers instead of spreadsheets.

Net revenue retention is the number this role moves, and it moves it through the CSM team: coverage that matches capacity, a renewal forecast the CSMs actually submit into, health signals that flag risk early enough to act on, and QBR and escalation motions that are the same for every CSM instead of reinvented per rep. You won't carry all of this alone. Day one, you'll take outright ownership of two or three of these processes, expand your scope as you establish them, and focus deepest where your strengths and the business's priorities align.

We run lean by design: you'll own your processes directly instead of routing work through layers, and GTM Engineering partners with you to automate the repetitive part. You'll report to the leader of our GTM Operations team and work daily with CSMs, CS managers, and CS leadership, plus Finance and Product. If you're an operator who takes a process from intake to output, and your instinct when a CSM is doing manual work is to go fix the system, we'd love to talk.

This is the full surface our team runs on the post-sale side. Your ownership starts with a slice of it and grows:

• Books and coverage — Own CSM account assignments, book rebalancing as the customer base grows, segment and tier definitions, and book size and capacity modeling with Strategy & Analytics, including clean transitions when a CSM joins, moves, or departs

• The CSM workspace — Own what a CSM works out of every day: HubSpot views, properties, and dashboards, plus the CS manager roll-ups behind 1:1s and forecast reviews, evolving them as stakeholder needs change

• Renewal forecast — Run the weekly cadence: CSM submissions, stage and risk-flag hygiene, renewal date accuracy, and the roll-ups CS leadership commits from

• Journey milestones — Track onboarding and adoption so time-to-value is measured the same way across every CSM and segment, and build the usage and value data packs CSMs take into QBRs and renewal conversations instead of assembling by hand, track onboarding progress

• The retention numbers — Own monthly and quarterly GRR, NRR, churn, and expansion reporting alongside ARR reconciliation across HubSpot, Stripe, and Hex: resolve discrepancies before they reach leadership, cut results by CSM, segment, and region so managers can coach from them, and supply the attainment inputs behind the quarterly CSM comp cycle

• Churn and attribution — Run the churn and downgrade process from CSM intake through reason coding and closed-loop reporting to Product, and audit expansion and renewal attribution so credit lands correctly between CS, Sales, and Channel

• Data integrity and automation — Keep the objects CSMs depend on clean (renewal records, subscription and entitlement data, contacts and stakeholders), triage field requests by fixing root causes rather than symptoms, and partner with GTM Engineering to automate what recurs; every hour of CSM admin you remove goes back to customers

• Enablement and documentation — Partner with Enablement on repeatable CSM system training and new-hire ramp, and document the processes you run in Notion so nothing depends on any one person

• 4+ years (typically 4 to 7) in Customer Success Operations, Revenue Operations, or GTM/Sales Operations at a B2B SaaS company, with meaningful time supporting a CSM or renewals team

• You've owned recurring processes—renewal forecasting, retention reporting, health scoring, book management, ARR reconciliation—end to end, from intake to output, against deadlines that don't move

• You know what a CSM's week actually looks like: what they're accountable for, where the system fights them, and which "quick asks" are really a broken process

• Fluency with recurring-revenue mechanics: you can explain the difference between GRR and NRR, know how a mid-term upgrade or a co-term should be handled, and can spot when a churn number is wrong before someone else does

• Strong CRM operations fluency, HubSpot strongly preferred: you know objects, properties, workflows, routing, and reporting well enough to diagnose issues, make low-risk changes yourself, and spec complex builds for GTM Engineering

• Strong analytical skills and an automation instinct: comfortable reconciling data across CRM, billing, and product usage into a clear answer, and quick to automate the work that repeats

• Clear, direct communication and discretion: credible with CSMs and senior CS leaders alike, careful with compensation and customer data, and quick to escalate exceptions and risks rather than sitting on them

• Familiarity with the modern GTM stack—we run HubSpot, DealHub, Gong, Orum, Apollo, Hex, and Notion, and you don't need every tool on day one. CS platform administration (Gainsight, Catalyst, Totango, or similar), product analytics, BI (Hex, Looker, or Mode), SQL, or Stripe exposure is a plus