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Corelight · 1 day ago

Customer Success Operations Manager

San Francisco, CA

Full-time

Hybrid

Senior Level

$145K/yr - $185K/yr

7+ years exp

Corelight is a leading company in network detection and response, focused on cybersecurity solutions. The Lead Customer Success Operations Manager will be responsible for architecting the post-sales engine, bridging technical data with executive business insights to enhance customer success and drive Net Revenue Retention (NRR).

AnalyticsCyber SecurityNetwork SecuritySecuritySoftware

Growth Opportunities

Responsibilities

Operationalize Strategic Metrics: Define, implement, and maintain a robust framework of KPIs (activation, feature adoption, health scores, utilization) that measure CS efficiency and customer impact

Drive Executive Decision Support: Lead the creation of executive-level operations reviews and dashboards, translating complex technical data into actionable insights for the CS leadership team

Architect Early Warning Systems: Design and manage predictive models and "early warning" systems to identify churn risk and expansion opportunities, directly supporting NRR growth

Lead Cross-Functional Programs: Program manage scalable initiatives, such as customer maturity content and process improvements, collaborating across Product, Engineering, and Sales to remove friction from the customer journey

Optimize the CS Tech Stack: Own and refine the tooling infrastructure (SFDC, Gainsight, BI tools) to ensure data integrity and a seamless "single source of truth" for the global CS organization

Bridge Technical & Business Strategy: Partner with Sr. TAMs to translate technical product requirements and customer feedback into prioritized roadmaps for Product and Engineering

Drive Systematic Impact: Move beyond tactical fixes to design scalable, repeatable processes that improve the entire customer ecosystem

Influence Without Authority: Act as a cross-functional driver who can build consensus and lead complex projects across diverse departments like Finance, Product, and Sales

Translate Complexity: Communicate sophisticated technical methodologies or data trends in simple, business-centric terms for executive presentations

Navigate Ambiguity: Operate as a high-autonomy self-starter who thrives in a fast-paced environment and can prioritize high-impact work amidst competing demands

Pull Signal from Noise: Demonstrate expert analytical rigor to identify the "why" behind the data, turning raw numbers into strategic recommendations

Qualification

Salesforce (SFDC)GainsightSQLBI toolsCustomer LifecycleCybersecurity knowledgeExecutive presentationsProgram managementAnalytical skillsCommunication skills

Required

7+ years of progressive experience in Customer Success Operations, GTM Operations, or Business Operations, ideally within a high-growth SaaS or Cybersecurity environment

Mastery of Salesforce (SFDC) and specialized CS platforms (e.g., Gainsight, ChurnZero); high proficiency in SQL and BI tools (Tableau, Looker)

Deep understanding of the Customer Lifecycle, including NRR drivers, capacity planning, risk analysis, and segmentation

BS/BA in a quantitative field (e.g., Math, Stats, Economics, Operations Research, Engineering, or Computer Science)

Proven track record of developing executive-level presentations and managing large-scale program timelines