Apply on Employer Site

Envoy · 10 hours ago

Senior Manager of Customer Success Operations

Austin, TX

Full-time

Onsite

Senior Level

$132K/yr - $150K/yr

7+ years exp

Envoy is a company that builds workspace management technology, serving over 16,000 workplaces globally. They are seeking a strategic and data-driven Senior Manager of Customer Success Operations to lead the CS Operations team and own the operational frameworks that drive customer outcomes.

Facility ManagementHuman ResourcesOffice AdministrationSoftware

Responsibilities

Lead and develop the CS Operations team, partnering closely with Data, EPD, Finance, and GTM leadership

Own CS operational strategy, including financial planning, renewals forecasting, retention/churn modeling, capacity planning, and quota design

Establish operating rhythms, forecasting frameworks, and performance processes that drive predictable revenue outcomes

Oversee program management for key CS initiatives such as NPS, tech stack governance, product launch readiness, cross-functional strategic initiatives, research workstreams, and special projects

Own all post-sales data & insights management, including churn, expansions, pipegen, product usage analytics, renewal forecasting, team performance dashboards, executive reporting, QBRs, board materials, and monthly/bi-weekly business reviews

Lead org design & staffing strategy for the CS organization, including compensation plan design, quarterly SPIFFs, capacity modeling, headcount planning, and long-term org structure

Build a deep understanding of Customer Success metrics and convert insights into strategic recommendations

Track leading indicators of customer health, adoption, and retention; deliver clear reporting to CS leadership

Maintain data accuracy across Salesforce, Omni, Vitally, and related systems; build routines to ensure data integrity

Translate business requirements into technical specifications for BI teams; communicate insights across technical and non-technical audiences

Oversee program management for key CS initiatives such as NPS, tech stack governance, product launch readiness, cross-functional strategic initiatives, research workstreams, and special projects

Design and optimize GTM processes to improve customer conversion, retention, and expansion

Qualification

Revenue OperationsCustomer Success metricsData analysisProcess designSalesforceTeam leadershipStakeholder managementCross-functional alignmentCommunicationProblem-solving