Senior CS Strategy & Operations Lead

Seismic; United States; On-site; USD 123,000 - 186,000; Full time

Job summary

Seismic is seeking a Senior Customer Success Operations Manager to own planning, decision support, and program execution for the Customer Success organization. You will build business cases, prioritize high-impact initiatives, and deliver executive narratives shaping post-sale investments.

You will partner with RevOps, CS, and Finance to set segmentation, coverage, and capacity for the year, transforming CS into a proactive growth engine that drives retention and expansion.

Qualifications

• 8+ years of experience in Customer Success operations, revenue operations, strategy, or a comparable analytical role within a B2B SaaS business.
• Demonstrated ownership of segmentation, coverage, or capacity planning work that shaped how a post-sale organization was resourced.
• Strong quantitative skills, with fluency in retention, expansion, and adoption metrics and the ability to build a defensible business case from them.
• Experience presenting recommendations to senior leadership and translating analysis into a clear executive narrative.

Responsibilities

• Help evolve Customer Success strategy aligned to company growth objectives.
• Translate company and go-to-market priorities into scalable post-sale motions.
• Drive annual planning, segmentation strategy, and capacity modeling for Customer Success.
• Design and refine customer segmentation based on customer FTE count and ARR.
• Design end-to-end customer lifecycle journeys, from onboarding through renewal and expansion.
• Work with the CS Strategy team to identify opportunities to introduce or optimize digital, pooled, and high-touch engagement models.
• Partner with Sales and Customer Success to define clear ownership and plays across renewal and expansion.
• Identify leading indicators of churn and growth, and translate and operationalize them into proactive programs working with the CS Strategy team.
• Support initiatives that increase product adoption and drive measurable business outcomes for customers.
• Working with the Senior Director, CS Operations and the Senior Manager, CS Operations - Data, define and operationalize KPIs tied to retention, expansion, product adoption, and customer health.
• Working with the Senior Director, CS Operations and the Senior Manager, CS Operations - Data, build executive-ready insights and narratives to inform decision-making at the leadership level, such as Quarterly Business Reviews and Board presentations.

Skills

CS Ops experience

Quantitative analytics

Executive storytelling

Cross-functional influence

Strategic planning

Tools

Salesforce

Gainsight

Job description

Seismic is seeking a Senior Customer Success Operations Manager to own planning, decision support, and program execution for the Customer Success organization. You will build business cases, prioritize high-impact initiatives, and deliver executive narratives shaping post-sale investments.

You will partner with RevOps, CS, and Finance to set segmentation, coverage, and capacity for the year, transforming CS into a proactive growth engine that drives retention and expansion.