Remote: Customer Success Operations Lead – Strategy & AI

Certinia; Austin (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Certinia is seeking a highly motivated Business Strategy and Operations Manager to join the Customer Operations team. This role focuses on long-term strategic projects, AI-enabled innovations, and managing essential technology for CS operations.

You will help sales and partner teams execute with scale and impact. The candidate will drive data-driven processes, optimize the CS tech stack, and lead change management initiatives to improve renewal forecasts and customer health insights.

Qualifications

• 8+ years of experience in Revenue/Customer Operations, Sales Operations, or a similar operations role, ideally supporting Customer Success or Customer Experience functions in a B2B SaaS environment.
• Hands-on administration experience with Salesforce (or a comparable CRM), including object/field configuration, workflow automation, and report/dashboard building — direct admin experience strongly preferred over end-user experience only.
• Proficiency with data analysis and reporting tools (Excel/Google Sheets at an advanced level; SQL or BI tools like Tableau/Looker a plus) to manipulate, analyze, and visualize customer data.
• Experience working within or supporting a customer health scoring or churn risk model, understanding how signals feed into predictive or risk-based frameworks.
• Familiarity with CS/CX platforms and adjacent tools (e.g., Gainsight, Totango, ChurnZero, Salesforce Experience Cloud, survey/NPS tools).
• Working knowledge of AI-enabled operations tools and comfort evaluating or piloting new technology as part of the stack.
• Strong process orientation and ability to document workflows and translate strategy into scalable processes.
• Excellent cross-functional communication with IT, RevOps, Sales, CS/CX stakeholders.

Responsibilities

• Own and maintain the CS/CX technology stack (CRM, health scoring tools, engagement platforms, reporting dashboards).
• Administer and optimize CS Cloud objects, fields, and workflows with IT/RevOps alignment.
• Troubleshoot data quality and system issues across the CS tech stack and serve as escalation point.
• Perform regular audits of CRM and CS data for accuracy in corporate reporting.
• Build and maintain dashboards, scorecards, and alerts for real-time visibility into account health and churn risk.
• Design, document, and rollout core CS/CX processes within the tech stack for consistency.
• Lead rollout of new initiatives, including training and workshops for adoption.
• Identify process inefficiencies via data analysis and propose fixes.
• Translate strategic priorities into operational requirements reflected in systems and reports.
• Drive quarterly forecasting by analyzing renewals and churn signals.
• Collaborate on compensation design to automate KPIs in CMS.
• Launch and analyze semi-annual NPS surveys to identify drivers of satisfaction and risk.

Skills

Revenue Operations

Customer Operations

Data analysis

Cross-functional collaboration

Project management

B2B SaaS experience

Education

BS/BA

Tools

Salesforce

SQL

Tableau/Looker

Gainsight

Totango

ChurnZero

Job description

Certinia is seeking a highly motivated Business Strategy and Operations Manager to join the Customer Operations team. This role focuses on long-term strategic projects, AI-enabled innovations, and managing essential technology for CS operations.

You will help sales and partner teams execute with scale and impact. The candidate will drive data-driven processes, optimize the CS tech stack, and lead change management initiatives to improve renewal forecasts and customer health insights.