Customer Success Operations Manager

Watchtower Security is the nation's leading provider of all-inclusive, fully managed video surveillance solutions, exclusively dedicated to the multifamily housing industry. For over two decades, we have partnered with property management groups across the nation, empowering them to provide peace of mind to their communities.

As a rapidly growing and dynamic organization, we pride ourselves on a fast-paced, collaborative environment where innovation, critical thinking, and a commitment to excellence drive our success. We are seeking passionate individuals eager to contribute to a team that values strong communication, attention to detail, and a shared dedication to making a tangible difference in multi-family communities.

We are seeking a highly organized and strategically minded Customer Success Operations Manager to enhance the efficiency and scalability of our customer-facing teams. This pivotal role is responsible for the administration and optimization of our CRM (HubSpot) and related customer technology platforms (including Gong), owning the systems, data, and operational processes that support the entire customer lifecycle. The ideal candidate will develop automation, reporting, and operational workflows that improve engagement across Sales and Post-Sales teams, ensuring seamless customer acquisition and long-term customer management within a dynamic and collaborative environment.

Essential Job Functions:

• CRM & Systems Administration:
  • Serve as the primary administrator and strategic owner of the company’s CRM platform (HubSpot).
  • Lead ongoing configuration, optimization, and maintenance of CRM workflows and data structures.
  • Manage integrations between the CRM and other customer-facing systems, including conversation intelligence tools like Gong.
  • Maintain data integrity through regular audits, controlled imports, and structured data governance practices.
• Customer Lifecycle Automation:
  • Design and maintain automated customer journeys and engagement campaigns to drive customer success.
  • Build robust workflows that support key customer lifecycle stages, including onboarding, ongoing engagement, renewal preparation, and proactive risk identification.
  • Reduce manual communication efforts by implementing scalable automation across the customer lifecycle.
• Operational Playbooks & Process Development:
  • Develop and maintain comprehensive operational playbooks within the CRM to standardize and support Sales and Customer Success activities.
  • Create standardized workflows for critical processes such as customer onboarding, renewal preparation, and at-risk account management.
  • Continuously evaluate and implement improvements to existing processes to increase team efficiency and effectiveness.
• Reporting & Customer Intelligence:
  • Develop intuitive dashboards and reporting structures to provide actionable insights for Sales and Customer Success teams.
  • Provide clear visibility into customer engagement, lifecycle activity, and operational performance metrics.
  • Support leadership with detailed insights and reporting related to customer activity and engagement trends to inform strategic decision-making.
• Knowledge & Process Management:
  • Maintain clear and comprehensive internal documentation related to operational workflows and best practices.
  • Ensure frontline teams have readily accessible resources and clear guidance for effectively utilizing CRM tools and processes.
  • Support onboarding and enablement initiatives related to customer-facing systems and operational procedures.

Job Skills and Requirements:

• Education & Experience:
  • Bachelor’s degree preferred; equivalent applicable professional experience considered.
  • Minimum of 3+ years of experience in Customer Success Operations, Sales Operations, Revenue Operations, or a related operational role.
  • Prior experience working in both customer-facing and operational roles is preferred.
  • Experience implementing CRM platforms or leading major system upgrades is a plus.
• Technical Proficiency:
  • Proven experience administering and managing CRM systems (HubSpot strongly preferred).
  • Demonstrated expertise in building workflows, automation, and reporting within CRM platforms.
  • Familiarity with conversation intelligence tools such as Gong is preferred.
  • Proficiency in Microsoft Office Suite and Google Workspace.
• Communication & Interpersonal:
  • Exceptional written and verbal communication skills, capable of articulating complex processes and insights clearly.
  • Strong cross-functional collaboration skills, with the ability to influence and work effectively with diverse teams and stakeholders.
• Core Competencies:
  • Strong analytical and organizational skills with meticulous attention to detail.
  • Proven ability to translate business needs into scalable operational processes and workflows.
  • Systems thinking and operational problem-solving capabilities.
  • Demonstrated ability to make data-driven decisions and provide actionable insights.
  • Ability to manage a diverse workload, self-direct, multitask, and adapt to evolving team and business needs in a fast-paced environment.