Manager, Customer Success Operations

3 нед. назад

USASeniorHybrid

Manage and optimize customer success operations in a cybersecurity AI-native company with a hybrid work model.

Обязанности

The Manager, Customer Success Operations owns the operating system beneath our post-sales organization — the data, tooling, voice-of-customer signal, and operating cadence that let Customer Success, the Rapid Deployment Team, and Professional Services run on facts instead of anecdote.
Where a Customer Success Manager owns the customer relationship and an Engagement Manager owns a scoped engagement, the CS Operations Manager owns the machine: the reporting and dashboards leadership runs on, the Customer Success platform the team works in every day, the health-scoring model, the survey programs that tell us how we're doing, and the systems that keep our data trustworthy. It's a builder-operator role — you'll define requirements, build or configure the system, roll it out, and then own it in production.
This is a foundational, highly cross-functional role. You'll partner across Customer Success, RevOps, Finance, FDE, and SOC delivery, and report to the VP of Customer Success. You'll build a function that doesn't exist yet at — defining the reporting, tooling, and operational discipline the entire post-sales organization will run on as it scales. It's a rare opportunity to stand up the operating backbone of a Customer Success organization from first principles at a fast-growing, AI-native security company.

Будет плюсом

Exposure to cybersecurity, MDR, SOC operations, or another technical-delivery domain.
Experience standing up CSAT/NPS programs and closed-loop voice-of-customer processes.
Comfort with AI-native and automation tooling, and prior involvement in comp plan design or administration.

Другое

is an AI-native, automation-first, built-for-scale Managed Detection and Response (MDR) provider. We are a force multiplier for defenders, helping organizations enhance their cybersecurity posture through advanced threat detection, rapid response, and continuous protection. Our team is composed of industry experts with deep experience in cybersecurity, automation and AI-driven solutions. Backed by leading investors, we are rapidly growing and seeking top talent to join our mission of revolutionizing the AI-Native MDR landscape.
We’re a fast growing startup backed by industry experts and top tier investors led by Crosspoint Capital Partners and also backed by Shield Capital, DTCP (formerly Deutsche Telekom Capital Partners), Deepwork Capital, and the Florida Opportunity Fund. Seed round led by Andreessen Horowitz (a16z). As an early employee, you’ll play a meaningful role in defining and building our culture. Get in on the ground floor. We’re a small but well-funded team that just raised a substantial round – joining now comes with limited risk and unlimited upside.
Culture is one of the most important things at .AI —explore our culture deck at culture..ai to witness how we embody it, prioritizing the irreplaceable collaboration and community of in-person work.
The ideal candidate will be able to work a hybrid in office schedule in our Overland Park,KS or Sarasota, FL office. will offer a paid relocation package for those open to relocation to either location.
Serve as the single reporting owner across the full post-sales organization — Customer Success, the Rapid Deployment Team, and Professional Services — rather than a CS-only function.
Define metric requirements with leadership, build the dashboards, roll them out, and operate them as the single source of truth for post-sales performance.
Stand up and maintain core portfolio views: GRR/NRR, portfolio growth, renewal trends, at-risk and escalation trends, health distribution, engagement and adoption, time-to-value, and delivery quality.
Provide reporting tailored to each post-sales team — deployment throughput for RDT, health and retention for CS, utilization and margin for PS — under one consistent framework, including customer-by-customer profitability.
Own metric definitions and taxonomy so numbers mean the same thing in every room, and produce and automate the recurring executive data pack.
Own the Customer Success platform end to end — evaluate, define requirements, select, implement, and then administer it in production (e.g., Velaris, Gainsight, Planhat).
Operationalize our frameworks inside the tool: health scoring, the segmented engagement model, playbooks, lifecycle stages, and renewal triggers.
Own the CS-relevant Salesforce data model — objects, fields, and data quality — in partnership with RevOps, and serve as the CS interface into Salesforce change management.
Own cross-system data governance and integrity so every dashboard rests on one trusted set of numbers.
Own the customer health-scoring model as a living system — its inputs, scoring logic, thresholds, and roll-up rules.
Instrument health scoring inside the platform so scores calculate and refresh automatically, and calibrate the model over time so it reliably predicts renewal, churn, and escalation.
Drive adoption so health scoring becomes a metric CSMs and delivery teams act on daily, feeding at-risk plans, renewal triggers, and executive reviews.
Build and run the CSAT program across the customer lifecycle, plus a relationship-level NPS motion.
Instrument surveys, manage cadence, and own the closed-loop follow-up process so detractor signals become action, not just a score.
Report sentiment trends to leadership and tie them to health, renewal, and delivery data as leading indicators.
Own and influence the infrastructure, templates, and standards behind customer communications — both urgent/incident comms (security escalations, service-impacting events, advisories) and standard operational comms (lifecycle touchpoints, cadence, scheduling, announcements).
Own the urgent-comms mechanics — notification triggers, distribution, routing, and time-to-notify standards — so customers hear from us proactively rather than discovering issues first.
Operationalize the segmented coverage model and keep the capacity and headcount model a living planning tool.
Run the operational machinery behind the renewal motion — cadence, at-risk and save-plan tracking, and renewal inputs to leadership and RevOps.
Orchestrate the operating calendar — QBR/EBR support, the staff-meeting data pack, and automated executive review inputs.
Build and own the automation layer that keeps operational leverage compounding as the organization scales.
5+ years in Customer Success Operations, Revenue Operations, or CS strategy/analytics in a B2B SaaS or managed-services environment.
Demonstrated ownership of a CS platform (Gainsight, Velaris, Planhat, ChurnZero, or similar) from evaluation or implementation through steady-state administration.
A track record of building operational infrastructure in a scaling organization, not just running someone else's playbook.
Strong analytical and data fluency — defining metrics, building dashboards, and working across Salesforce data and BI tooling.
Strong Salesforce data and administration fluency — comfortable owning objects, fields, and data quality and building reporting on top of them.
Fluency in core CS metrics (GRR, NRR, health scoring, segmentation, renewal motions) and the judgment to know which ones actually drive decisions.
A builder-operator who can go from a blank page to an operational system and then run it.
A bias toward measurable outcomes and board-level credibility over activity metrics.
Comfortable being the person who says "that number is wrong, and here's why."
A single, trusted post-sales data layer that leadership runs on; a Customer Success platform in production and adopted by the team as the default place they work; health scores that reliably predict outcomes; voice-of-customer trends that demonstrably feed save and renewal action; and steadily increasing operating leverage — faster reporting cycles and broader automation — as the portfolio grows.