Senior Customer Success Operations Manager

The role, in a nutshell:

As the Senior Customer Success Operations Manager, you'll play a critical role in building and scaling the operational infrastructure that supports Chainguard's post-sales organization, including Customer Success Management, Professional Services, Customer Support, and Renewals.

You'll serve as a strategic partner to Customer Success leadership, translating business priorities into scalable processes, systems, and performance frameworks that improve customer outcomes, operational efficiency, and revenue retention.

This role requires someone who can think strategically, influence cross-functional decisions, and drive complex initiatives from strategy through execution. You'll help shape how we operate as we scale, with a focus on automation, data-driven decision-making, and delivering a consistent, customer-centric experience.

What you'll do:

Customer Success Operations Strategy & Execution

• Own and execute the Customer Success Operations roadmap, prioritizing initiatives that improve customer experience, operational efficiency, and scalability.
• Partner with CS leadership to translate organizational priorities into measurable operating plans, processes, and performance expectations.
• Support capacity planning, resource allocation, and productivity modeling across Customer Success, Professional Services, and Support.
• Identify operational gaps and lead cross-functional initiatives that improve how our post-sales teams operate.

Systems Strategy & Operational Infrastructure

• Own the strategy, implementation, and optimization of our Customer Success technology ecosystem, ensuring systems support business needs as we scale.
• Partner with Business Systems and IT to drive integrations, automation, and data integrity across Salesforce, CS platforms, support systems, and product analytics tools.
• Establish scalable processes and workflows that reduce manual effort and improve visibility across the customer lifecycle.
• Evaluate and recommend tools and technology investments that improve operational efficiency and the customer experience.

Renewals Strategy & Operations

• Lead the operational implementation of our Renewals function, including forecasting processes, quota tracking, performance measurement, and renewal workflows.
• Establish reporting and analytics around renewal attainment, gross revenue retention (GRR), net revenue retention (NRR), churn, and contraction.
• Partner with CS, Sales, and Finance to improve renewal predictability, identify retention risks, and establish clear accountability for revenue outcomes.
• Develop scalable processes for renewal engagement, risk identification, escalation, and cross-functional coordination.

Performance Measurement & Business Insights

• Establish KPIs, reporting frameworks, and executive dashboards that measure customer outcomes, retention, and operational productivity.
• Analyze performance trends and translate insights into actionable recommendations for leadership.
• Drive consistent business reviews and operating cadences to evaluate performance, identify risks, and prioritize improvements.
• Support annual planning through data analysis, productivity benchmarks, and operational recommendations.

Process Optimization & Customer Experience

• Design and implement scalable processes across onboarding, adoption, customer engagement, renewals, and support.
• Establish operational playbooks, service-level expectations, and accountability frameworks that improve consistency and execution.
• Partner cross-functionally to identify friction points in the customer journey and implement improvements that drive customer satisfaction and retention.
• Lead change management, enablement, and adoption for new processes, systems, and initiatives.

What we're looking for:

• 7+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, or a related function within B2B SaaS.
• Proven experience owning operational strategy and leading complex, cross-functional initiatives in a high-growth environment.
• Strong understanding of Customer Success operating models, SaaS retention metrics, renewal forecasting, and customer lifecycle management.
• Experience building and scaling operational processes, systems, and performance measurement frameworks.
• Deep Salesforce expertise and experience working with CS platforms, support systems such as Zendesk, and product analytics tools.
• Strong analytical capabilities, including forecasting, financial modeling, performance reporting, and translating data into business recommendations.
• Experience partnering with senior leadership across Customer Success, Finance, Sales, and Business Systems.
• Ability to independently identify business challenges, develop solutions, and influence decisions across functions.
• Strong communication, stakeholder management, and change management skills.
• Comfortable operating in ambiguity and balancing strategic priorities with hands-on execution.

Strongly preferred:

• Experience building or scaling Customer Success Operations at a high-growth SaaS company.
• Experience supporting the launch or transformation of a dedicated Renewals organization.
• Familiarity with Professional Services operations, including utilization, delivery capacity, and resource planning.
• Experience implementing and integrating CS technology platforms and driving automation.
• Experience with SQL, Python, or other analytical and automation tools.
• Background in cybersecurity, developer tools, or enterprise infrastructure software.

Base salary: $140,000-$165,000.