Manager, Customer Success Operations

Mursion is a company that builds AI-powered simulation training for essential skills such as communication and leadership. They are seeking a Manager of Customer Success Operations to develop the operational infrastructure that enhances customer service and drives outcomes through data and process improvements.

Responsibilities:

• Design and deploy a meaningful account health score — not a vanity metric, but a signal CSMs trust and act on
• Build risk indicators and adoption insights that surface the right accounts at the right time
• Own the utilization data infrastructure — zero accounts with no visibility by end of Q2
• Build executive-ready reporting that connects platform usage to business outcomes
• Partner with CS leadership to create a weekly account health digest that eliminates manual data pulling for CSMs
• Manage and coach the Implementation Manager, developing their skills in project management, client enablement, and cross-functional coordination
• Own and continuously improve the implementation methodology — launch playbooks, handoff standards, milestone tracking, go-live verification
• Drive time-to-value toward a 30-day target
• Build and maintain implementation KPIs with full visibility for CS leadership
• Design the operational foundation for our 100+ account long-tail segment — programmatic engagement, behavior-triggered communications, automated renewal plays
• Build the infrastructure (tooling, playbooks, cadences) that allows a Scaled CSM/PM to effectively manage a high-volume book without high-touch coverage on every account
• Define what 'done' looks like for the Scaled motion and lead its launch
• Standardize CS processes, playbooks, and documentation across all three customer motions
• Improve cross-functional workflows with Sales (handoff), Talent Ops (staffing), Content (scenario delivery), and Support (ticket visibility)
• Own HubSpot data quality with the support of RevOps — CSM fields, renewal deal structure, health score integration
• Identify and eliminate the operational drag that diverts CS capacity from retention and expansion work

Requirements:

• 5–7 years in Customer Success, Revenue Operations, or CS Operations — ideally in a B2B SaaS or technology-enabled services environment
• Demonstrated experience building or improving CS infrastructure: health scoring, playbooks, tooling implementation, or scaled engagement models
• Experience managing or coaching at least one direct report; comfortable holding people accountable to outcomes
• Hands-on with a CRM (HubSpot strongly preferred) and at least one CS platform (Gainsight, Totango, ChurnZero, or equivalent)
• Has designed or operated a scaled/digital CS motion
• Systems thinker who diagnoses root causes rather than patching symptoms
• Builds for adoption — your dashboards get used, your playbooks get followed, because you designed them for how people actually work
• Communicates with clarity at every level — can present a health score methodology to a CSM and a GRR risk summary to a VP in the same week
• Comfortable with ambiguity and comfortable saying 'we don't have that yet, here's how we'll build it'
• Bias toward action — ships imperfect things, iterates, doesn't wait for perfect data to make a call
• Experience in learning technology, simulation, or workforce development
• Familiarity with Cora.ai, Quicksites, or similar utilization/adoption platforms
• Has operated inside a burn-conscious, retention-first company where every dollar of ARR matters