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Menlo Security Inc. · 1 month ago

Sr. Customer Success Operations Manager

United States

Full-time

Remote

Senior Level

5+ years exp

Menlo Security is a leader in browser security, dedicated to enabling secure connections and collaborations. The Sr. Customer Success Operations Manager will be responsible for optimizing the Customer Success team's operations, managing the tech stack, and driving data analytics to enhance customer retention and lifetime value.

Cyber SecurityNetwork SecuritySecurity

Responsibilities

Manage Renewal Operations: Implement and improve the processes, workflows, and forecasting methodologies necessary to execute a frictionless, predictable renewal motion, partnering closely with Sales and Finance

Drive Data Analytics & Reporting: Design, build, and maintain key dashboards and reporting (e.g., QBR content, executive summaries) on critical CS metrics such as Customer Health Score, Net Revenue Retention (NRR), Churn, Expansion, and Customer Lifetime Value (CLV)

Own the CS Technology Stack: Administer, optimize, and manage the core CS systems, including Gainsight and integration with other tools

Optimize the Customer Lifecycle: Design, document, and implement scalable customer journey playbooks (e.g., Onboarding, Adoption, Renewal) that define the right human-led and digital touchpoints to ensure customers achieve their desired outcomes

Serve as a Strategic Operations Advisor: Act as the primary thought partner to CS Leadership, identifying process bottlenecks, proposing efficiency improvements, and driving strategic projects that enable the team to scale operations globally

Support CS Enablement: Collaborate with the enablement team on training, documentation, and best practices around new tools, processes, and playbooks to ensure CSMs operate with clarity and consistency

Foster Cross-Functional Alignment: Collaborate with Sales, Marketing, and Product teams to align CS data, processes, and metrics with the broader go-to-market strategy, ensuring a unified customer experience

Qualification

Customer Success OperationsGainsightCRM SystemsData AnalyticsRenewal ForecastingCommunication SkillsProject ManagementCollaboration

Required

5+ years of experience in Customer Success Operations or Revenue Operations at a B2B SaaS technology company or 5+ years of relevant Consulting experience with a focus on Customer Success transformation

Expert-level proficiency in Customer Success Platforms (e.g., Gainsight) including configuration, administration, reporting, and maintenance

Advanced understanding and hands-on experience with CRM systems (e.g., Salesforce) and how they integrate with CS tools

Proven analytical skills with the ability to translate complex data sets into clear, actionable business recommendations and create executive-level reports

Exceptional written and verbal communication skills, with experience presenting complex operational strategies to leadership and enabling frontline teams

Demonstrated ability to manage multiple complex, cross-functional projects simultaneously and drive them to completion

Experience with renewal forecasting, Customer Health Score modeling, and/or proficiency in data visualization tools (e.g., Tableau)