CS Operations Lead: Scale Success & Strategy

Swooped; United States; On-site; USD 111,000 - 165,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Learning & development

Wellness stipend

Team events

Job summary

Affinity is building a world-class Customer Success organization and seeks a Customer Success Operations Manager to drive the roadmap behind CS strategy within the Revenue Operations team, enabling insights, planning, and processes that empower the CS team to delight customers.

The role partners with CS leadership, RevOps, Product, and Finance, requiring analytical, strong communication, and scaling capabilities; it offers cross-functional exposure and high visibility across the organization.

Qualifications

• 3+ years in CS Operations at a high-growth company.
• Strong familiarity with CS metrics and SaaS operating models.
• Proficient in Excel/Google Sheets and BI tools for data analysis.
• Expert knowledge of Salesforce CRM and CS tools (Gainsight, Planhat).

Responsibilities

• Partner with CS leadership to design and operationalize strategies for account segmentation and customer journeys.
• Build models for CS capacity planning, productivity benchmarks, and churn/expansion forecasting.
• Track key metrics (GRR, NRR, CSAT, onboarding time) and drive continuous improvement.
• Own the CS journey and operational roadmap for the organization.
• Collaborate with Finance on budgeting, headcount, and compensation strategy.
• Serve as a systems expert; ensure CS tech stack runs efficiently with Data & Systems teams.
• Surface actionable insights to CS managers and leadership to scale best practices.

Skills

CS ops

Capacity planning

Data-driven

Excel/Sheets

BI tools

Salesforce

Gainsight

Planhat

Cross-functional collaboration

Communication

Project management

FP&A collaboration

Revenue metrics

Tools

Looker

Tableau

Job description

Affinity is building a world-class Customer Success organization and seeks a Customer Success Operations Manager to drive the roadmap behind CS strategy within the Revenue Operations team, enabling insights, planning, and processes that empower the CS team to delight customers.

The role partners with CS leadership, RevOps, Product, and Finance, requiring analytical, strong communication, and scaling capabilities; it offers cross-functional exposure and high visibility across the organization.