Senior Customer Success Operations & Strategy Lead

Seismic; Northern (KY); Hybrid; USD 123,000 - 186,000; Full time

Job summary

Seismic is seeking a Senior Customer Success Operations Manager to lead planning, decision support, and program execution for the CS organization. You will partner with RevOps, CS, and Finance to shape segmentation, coverage, and capacity for the year, turning analytics into executive narratives that influence post-sale investments.

You will own CS strategy, lifecycle design, retention and expansion programs, and cross-functional alignment with Sales, Marketing, Product, Support, and Services to

Qualifications

• 8+ years of experience in CS operations, revenue operations, or similar analytical roles in B2B SaaS.
• Ownership of segmentation, coverage, or capacity planning.
• Strong quantitative skills with retention, expansion, and adoption metrics; able to build a defensible business case.
• Experience presenting recommendations to senior leadership and translating analysis into an executive narrative.
• Hands-on experience in Salesforce and Gainsight with reporting.

Responsibilities

• Define and evolve CS strategy aligned to growth objectives.
• Translate priorities into scalable post-sale motions.
• Drive annual planning, segmentation, and capacity modelling.
• Design segmentation by customer FTE count and ARR.
• Create end-to-end lifecycle journeys from onboarding to renewal.
• Identify opportunities for digital, pooled, and high-touch engagement models.
• Define ownership and plays across renewal/expansion with Sales.
• Develop KPI dashboards and executive-grade narratives.
• Lead cross-functional initiatives to improve outcomes.

Skills

Customer Success operations

Revenue operations

Strategy

Analytics

Executive storytelling

Cross-functional influence

Tools

Salesforce

Gainsight

Job description

Seismic is seeking a Senior Customer Success Operations Manager to lead planning, decision support, and program execution for the CS organization. You will partner with RevOps, CS, and Finance to shape segmentation, coverage, and capacity for the year, turning analytics into executive narratives that influence post-sale investments.

You will own CS strategy, lifecycle design, retention and expansion programs, and cross-functional alignment with Sales, Marketing, Product, Support, and Services to