Senior Customer Success Operations & Strategy Lead

Seismic; United States; Hybride; USD 123 000 - 186 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer Success operations

Revenue operations

Strategy

Analytics

Executive storytelling

Cross-functional influence

Outils

Salesforce

Gainsight

Description du poste

Senior Customer Success Operations Manager

About Us:

Seismic is the Go-To-Market Performance company, driving how organizations turn their strategy into revenue. Seismic brings together signals from customer conversations, buyer engagement, governed content, coaching and seller behavior to turn intelligence into winning action. Through its AI revenue execution platform, the company equips customer-facing teams with the insights, governance, and contextual guidance they need to execute with confidence and deliver measurable business outcomes. Trusted by 2,500 organizations and over 3.5 million users around the globe, Seismic is headquartered in San Diego with offices across North America, Europe and Asia-Pacific. Learn more at seismic.com (Opens in a new tab) .

Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here (Opens in a new tab) .

Overview:

This is an Individual Contributor role

The Senior Customer Success Operations Manager owns planning, decision support, and program execution for the Customer Success organization. The role builds business cases, prioritizes high-impact initiatives, and delivers executive narratives and recommendations that shape where the organization invests its post-sale effort. It partners closely with RevOps leadership, Customer Success, and Finance across the planning cycles that set segmentation, coverage, and capacity for the year.

This role is essential to transforming Customer Success from a reactive function into a proactive, strategic growth engine. The incumbent helps the organization deliver consistent customer value at scale while directly influencing retention and expansion outcomes.

Who you are:

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

Must have hands-on experience in Customer Success and CRM platforms such as Salesforce and Gainsight, and the reporting that sits on top of them

Proven ability to influence without authority across Sales, Marketing, Product, Support, and Professional Services

What you’ll be doing:

Customer Success Strategy and Planning

• 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

Segmentation, Coverage, and Lifecycle Design

• 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

Retention and Expansion Strategy

• 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

Performance Insights and Executive Reporting

• 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

Cross-Functional Alignment

• Partner cross-functionally across Sales, Marketing, Product, Support, and Global Services to drive a unified customer strategy, seamless lifecycle transitions, and a consistent end-to-end customer experience
• Support go-to-market initiatives such as new product launches, pricing changes, and expansion strategies
• Help drive alignment between pre-sales promises and post-sales delivery

Strategic Initiatives and Transformation

• Lead high-impact, cross-functional initiatives to improve customer outcomes and operational efficiency
• Identify gaps in current processes and recommend scalable solutions
• Drive adoption of new programs, frameworks, and tools across the Customer Success organization
• Identify opportunities to leverage AI and Automation to improve CSM productivity and efficiency

Success in This Role

• A clearly defined and adopted customer journey across pre- and post-sales
• Improved Net Revenue Retention driven by better alignment between customer strategy and execution
• Increased product adoption and measurable customer value realization
• Strong alignment across Sales, CS, Product, and Support with clear ownership across the lifecycle

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please click here (Opens in a new tab) .

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Please be aware we have noticed an increase in hiring scams potentially targeting Seismic candidates. Read our full statement on our Careers page (Opens in a new tab) .

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We are committed to fair and equitable compensation practices.

Seismic’s annual base salary range for this position will vary based on applicant’s location, experience, job level, skills, and abilities as well as internal equity and alignment market data.

The range listed below is the minimum to the maximum of our target hiring range.

Seismic’s salary range for this position is: $123,100 USD - $186,120 USD

This position is also eligible to participate in Seismic’s incentive plans in addition to base salary.

The actual incentive amount will very and will be subject to the terms and conditions set in the applicable incentive plan.

We are committed to fair and equitable compensation practices.

Seismic’s annual base salary range for this position will vary based on applicant’s location, experience, job level, skills, and abilities as well as internal equity and alignment market data.

The range listed below is the minimum to the maximum of our target hiring range.

Seismic’s salary range for this position is: $123,100 USD - $186,120 USD

This position is also eligible to participate in Seismic’s incentive plans in addition to base salary.

The actual incentive amount will very and will be subject to the terms and conditions set in the applicable incentive plan.