Customer Success Operations Manager

Ncontracts provides integrated risk management and compliance solutions for financial institutions. The Customer Success Operations Manager optimizes the systems, processes, workflows, and operational infrastructure supporting Customer Success, including business system administration, process governance, documentation, lifecycle support, reporting, and operational improvement.

Responsibilities:

• Serve as the operational owner for Customer Success business systems, including Salesforce, Churn Zero, Gong, Once Hub, Monday.com, and related platforms
• Partner with Customer Success leadership, Rev Ops, Product, IT, and other stakeholders to improve system functionality, workflows, automation, and user experience
• Gather business requirements, support system configuration, coordinate testing, and assist with implementation of system and process changes
• Evaluate and recommend enhancements to the Customer Success technology stack
• Design, document, maintain, and improve Customer Success workflows and operational processes
• Establish process governance standards that support consistency, accountability, and scalability
• Identify operational inefficiencies and partner with stakeholders to implement practical, scalable solutions
• Support change management for process and technology updates, including communication, rollout planning, and adoption support
• Create and maintain SOPs, process maps, work instructions, job aids, and reference documentation
• Maintain internal knowledge repositories and ensure operational documentation remains accurate as systems and processes change
• Develop self-service resources that help Customer Success team members understand and adopt tools, workflows, and processes
• Communicate process and system changes clearly to impacted stakeholders
• Partner with Customer Success leaders and managers to support lifecycle programs, including onboarding, adoption, risk management, renewals, and expansion workflows
• Support the implementation and maintenance of customer success programs, plays, and operational processes
• Identify opportunities to improve efficiency and consistency throughout the customer journey
• Assist with operational readiness for new initiatives that impact Customer Success teams or customer engagement
• Maintain operational dashboards and reports that support process visibility, data quality, system usage, and workflow adherence
• Provide light operational insights to help Customer Success leaders understand adoption, process health, and areas for improvement
• Support data hygiene and process compliance efforts across Customer Success systems
• Proactively identify operational gaps, process friction, system issues, and improvement opportunities
• Bring forward recommendations, maintain visibility into active and proposed work, and execute prioritized initiatives in partnership with the Manager, Strategic Initiatives & Operations
• Support strategic initiatives through workflow design, systems optimization, documentation, and operational readiness activities
• Act as a liaison between Customer Success and cross-functional teams on system, process, and operational initiatives
• Contribute to the continuous evolution of the Customer Success operating model through process improvement and operational excellence initiatives

Requirements:

• • Bachelor's degree in business administration, Operations, Information Systems, or a related field, or equivalent experience
• • 4+ years of experience in Customer Success Operations, Business Operations, Revenue Operations, Program Management, or a similar operational role
• • Hands-on experience supporting, administering, or optimizing business systems such as Salesforce, Churn Zero, Gong, Once Hub, Monday.com, or comparable platforms
• • Experience documenting and improving business processes, workflows, SOPs, and operational procedures
• • Strong project management, stakeholder management, and organizational skills
• • Ability to identify operational issues, recommend solutions, and drive improvements through execution
• • Excellent written and verbal communication skills, with the ability to translate business needs into clear process and system requirements
• • Strong attention to detail and commitment to follow-through
• Less than 15%
• • Experience supporting a SaaS Customer Success organization
• • Salesforce Administrator certification or equivalent system administration experience
• • Experience with workflow automation, system integrations, UAT, or business requirements documentation
• • Knowledge of customer lifecycle management, renewals, customer health programs, or customer engagement workflows
• • Experience developing operational documentation, SOPs, and internal knowledge resources