Customer Success Ops Lead — Drive Renewals & Automation

Iru; Miami (FL); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Hybrid work environment

Medical + dental + vision coverage

401(k) with company match

PTO 20 days

Job summary

Iru is hiring a Customer Success Operations Manager in a fast-growing AI security platform. You will own the operating layer our CSMs rely on, drive renewal forecasts, health signals, and quota-aligned processes. Collaborate with GTM Ops, Finance, and Product to scale CS capabilities and automation.

You’ll start with two to three core processes, expanding ownership as you demonstrate impact, while building scalable dashboards and playbooks for the team.

Qualifications

• 4+ years in Customer Success Operations, Revenue Operations, or GTM/Sales Ops at a B2B SaaS company.
• Owned recurring processes—renewal forecasting, retention reporting, health scoring, book management, ARR reconciliation—end to end.
• Knows what a CSM's week looks like; understands system pain points and quick-asks.
• Fluency with recurring-revenue mechanics: GRR vs NRR; upgrades/co-term handling; identify churn risks.
• Strong CRM ops fluency; HubSpot preferred; diagnose issues and build complex builds for GTM Engineering.
• Strong analytical skills and an automation instinct; reconcile data across CRM, billing, and product usage.

Responsibilities

• Books and coverage — Own CSM account assignments, book rebalancing, segment/tier definitions, capacity modeling.
• The CSM workspace — Own HubSpot views, properties, dashboards, and 1:1/forecast roll-ups.
• Renewal forecast — Run weekly cadence of submissions, risk hygiene, renewal date accuracy.
• Journey milestones — Track onboarding/adoption and build data packs for QBRs/renewals.
• The retention numbers — Own GRR/NRR, churn and expansion reporting with ARR reconciliation.
• Churn and attribution — Run churn/downgrade process; audit expansion/renewal attribution.
• Data integrity and automation — Keep CSM objects clean; automate recurring tasks with GTM Eng.
• Enablement and documentation — Partner with Enablement; document processes in Notion.

Skills

Customer Success Ops

Revenue Operations

GTM Ops

CRM proficiency

Automation mindset

HubSpot

Data analysis

Tools

HubSpot

Gainsight

Hex

Looker

SQL

Stripe

Notion

Job description

Iru is hiring a Customer Success Operations Manager in a fast-growing AI security platform. You will own the operating layer our CSMs rely on, drive renewal forecasts, health signals, and quota-aligned processes. Collaborate with GTM Ops, Finance, and Product to scale CS capabilities and automation.

You’ll start with two to three core processes, expanding ownership as you demonstrate impact, while building scalable dashboards and playbooks for the team.