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The Mortgage Office · 4 days ago

Customer Success Operations Manager

Huntington Beach, CA

Full-time

Onsite

Mid Level

$90K/yr - $110K/yr

3+ years exp

Applied Business Software, Inc. is the industry leader in private lending and loan management technology. They are seeking a Customer Success Operations Manager to architect the operational foundation of the Customer Success organization and build automation systems that drive qualified expansion opportunities to Account Management.

Financial ServicesInformation TechnologySoftwareWeb Development

Responsibilities

Lead the evaluation and implementation of our CS platform (Vitally, ChurnZero, Gainsight, etc.) integrated with HubSpot

Build real-time product usage and behavioral tracking to surface risk and expansion signals

Design bi-directional data flows between CRM, CS tools, and our product

Develop and refine predictive health scoring models and automated intervention playbooks

Build systems to identify and qualify expansion opportunities from usage patterns

Create lead scoring models and workflows for upsell and cross-sell motions

Automate renewal and expansion alerts with contextual insights

Design nurture workflows for different growth scenarios

Optimize customer journeys from onboarding through renewal

Build lifecycle workflows that improve adoption and time-to-value

Create playbooks for escalations, risk, and expansion opportunities

Establish cross-functional feedback loops between CS, AM, Product, and Support

Build dashboards for CS health, adoption, and support trends

Provide AM intelligence on renewal risk and expansion potential

Analyze churn, retention, and lifecycle value trends

Develop predictive models for churn risk and expansion likelihood

Qualification

Customer Success OperationsHubSpot ExpertiseCS PlatformsProduct AnalyticsData ManagementIntegration ExpertiseCustomer SegmentationAnalytics ToolsData-Driven