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Fieldguide · 1 month ago

Senior Manager, Customer Success Operations

United States

Full-time

Remote

Senior Level

$165K/yr - $205K/yr

5+ years exp

Fieldguide is a remote-first company focused on automating and streamlining assurance and audit processes within cybersecurity and financial audit. As a Senior Manager of Customer Success Operations, you will manage systems and processes that enhance the efficiency of the Customer Success team, enabling them to deliver impactful outcomes for customers.

AccountingAgentic AIArtificial Intelligence (AI)Cyber SecurityDocument ManagementFinTech

Responsibilities

Partner with RevOps and GTM Systems to configure Vitally and Hubspot for CS needs: data model, health scoring, renewals, expansion, verified outcomes, and engagement tracking

Own and optimize CS tooling (Vitally, Google Slides/Sheets, Notion, etc.) to drive visibility, workflows, and automation

Build CS dashboards and reporting frameworks for GRR, NRR, health trends, pacing, verified outcomes, and renewal forecasts

Pull and synthesize data from multiple sources (Amplitude, BigQuery, Hubspot, Vitally) to build centralized Tableau dashboards that provide visibility into customer engagement, product adoption, and account health trends

Lead CS enablement strategy for onboarding, tool rollouts, new playbooks, and process changes

Create and maintain internal documentation and self-service content to support knowledge sharing and team ramp

Audit and streamline core CS workflows (onboarding, adoption, expansion, renewal)

Identify areas for automation, handoff improvement, and capacity unlock across CSM segments

Be the CS voice in cross-functional initiatives (Salesforce, product feedback loops, pricing/packaging impacts, etc.)

Partner with Product, Sales, and Support to align the customer lifecycle and improve time-to-value and expansion motion

Qualification

Customer Success OperationsSalesforceData AnalysisProcess DesignB2B SaaSTableauVitallyBigQueryProgram ManagementStakeholder CommunicationChange ManagementDocumentation

Required

5–8+ years of experience in Customer Success, CS Operations, RevOps, or similar roles, ideally in B2B SaaS

Track record of building CS systems and processes from scratch and driving measurable improvements in CS performance

Strong systems acumen with the ability to work across Salesforce, Amplitude, Vitally, BigQuery, and Tableau; you don't need to be an engineer, but you should know how to structure data and partner closely with RevOps or GTM Systems to drive automation and reporting

Proven ability to design repeatable playbooks, enable CS teams through change, and scale impact across a growing team

Exceptional program management and stakeholder communication skills

Passion for driving efficiency, clarity, and customer outcomes through great systems and design