Nooks · 1 day ago
Customer Success Operations Manager
United States
Full-time
Remote
Mid, Senior Level
$140K/yr - $180K/yr
4+ years expNooks is the AI Sales Assistant Platform that automates the busywork for sales reps. The Customer Success Operations Manager is responsible for defining, operating, and scaling systems and processes that enhance the Customer Success organization, driving retention and expansion at scale.
Artificial Intelligence (AI)Information TechnologyProductivity ToolsSales Automation
Responsibilities
Define and own the core metrics, KPIs, and performance frameworks that govern Customer Success and Support, including forecasting, retention, expansion, and customer health
Design and maintain CS dashboards and reporting that translate data into clear, actionable insights for CS leadership
Own customer health scoring logic and segmentation models across high, medium, and low-touch customer segments
Proactively surface trends, risks, and opportunities, influencing leadership decisions through data-backed recommendations
Ensure accuracy, consistency, and trust in CS data across all systems of record
Own the CS operating cadence, including forecasting rhythms, performance tracking, and planning cycles
Execute day-to-day CS operations tasks that keep the business running (e.g., account assignments, weekly reporting, special projects, etc.)
Design, document, and continuously improve CS processes such as book of business structure, capacity modeling, renewals workflow, and escalation paths
Partner with CS and Support leadership to evolve the post-sales operating model as the business scales
Drive cross-functional alignment with Sales, Product, and Marketing to improve customer experience and post-sales execution
Own the CS technology stack end-to-end, from requirements gathering through configuration, rollout, and ongoing optimization
Design and implement workflows, automations, and customer lifecycle journeys within HubSpot and adjacent CS tools
Help to build and scale digital success programs across customer segments
Evaluate tooling gaps and implement best practices, standardization, and automation to improve CS efficiency and effectiveness
Qualification
Required
Define and own the core metrics, KPIs, and performance frameworks that govern Customer Success and Support, including forecasting, retention, expansion, and customer health
Design and maintain CS dashboards and reporting that translate data into clear, actionable insights for CS leadership
Own customer health scoring logic and segmentation models across high, medium, and low-touch customer segments
Proactively surface trends, risks, and opportunities, influencing leadership decisions through data-backed recommendations
Ensure accuracy, consistency, and trust in CS data across all systems of record
Own the CS operating cadence, including forecasting rhythms, performance tracking, and planning cycles
Execute day-to-day CS operations tasks that keep the business running (e.g., account assignments, weekly reporting, special projects, etc.)
Design, document, and continuously improve CS processes such as book of business structure, capacity modeling, renewals workflow, and escalation paths
Partner with CS and Support leadership to evolve the post-sales operating model as the business scales
Drive cross-functional alignment with Sales, Product, and Marketing to improve customer experience and post-sales execution
Own the CS technology stack end-to-end, from requirements gathering through configuration, rollout, and ongoing optimization
Design and implement workflows, automations, and customer lifecycle journeys within HubSpot and adjacent CS tools
Help to build and scale digital success programs across customer segments
Evaluate tooling gaps and implement best practices, standardization, and automation to improve CS efficiency and effectiveness
Preferred
4+ years of experience in Customer Success Operations, Revenue Operations with deep CS ownership, or management consulting with direct CS operating responsibility
Proven experience owning CS metrics, health scoring, renewals forecasting, and post-sales performance management
Hands-on experience with CS and SaaS technology stacks such as HubSpot, Gong forecasting, Pylon, Looker, and Gainsight, with strong expertise in HubSpot Sales and Service Hubs
Advanced ability to build and maintain dashboards, reports, and data models that drive executive decision-making
Strong analytical judgment with the ability to move beyond reporting into insight, prioritization, and recommendation
Demonstrated success designing scalable CS processes and operating models in high-growth SaaS environments
Strong project ownership skills with the ability to independently drive complex, cross-functional initiatives
Comfort operating with ambiguity and shaping structure where none exists
Builder mindset with a bias toward action and measurable impact
Deep empathy for customer-facing teams and a strong investment in their success
Benefits
Equity
Generous perks
Comprehensive benefits
Company
Nooks
Nooks is an applied AI lab that powers modern sales teams.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$70MKey Investors
Kleiner PerkinsLachy GroomTola Capital
2024-10-22Series B· $43M
2024-04-24Series A· $22M
2021-07-14Seed· $5M
Leadership Team
Daniel Lee
Co-Founder, CEO
Recent News
2025-11-19
Crunchbase News
2025-09-03
Company data provided by crunchbase