Customer Success Operations Manager

Ncontracts is a leader in integrated risk management and compliance solutions for financial institutions. They are seeking a Customer Success Operations Manager to optimize systems and workflows that support the Customer Success organization, focusing on improving efficiency and enhancing customer experience.

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

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
• 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