Senior Manager, CS Operations

Jobtailor; Arizona; On-site; USD 110,000 - 140,000; Full time

Job summary

Jobtailor in the United States (Arizona) seeks a results-driven CS Operations leader to own Scout product management, align stakeholders, and drive sprint execution. You will shape post-launch processes, design scalable workflows, and partner with CS, CX, Support, and Product Fulfillment to solve operational problems.

Build dashboards and insights to support data-informed decisions. You will leverage AI tools to increase capacity, reduce manual work, and improve CSAT and eNPS while reporting to

Qualifications

• 5+ years in CS Operations, Revenue Operations, or similar in SaaS/tech.
• Strong project management skills for cross-functional initiatives.
• Systems thinking and process design ability.
• Analytical mindset with KPI and dashboard skills.
• Cross-functional stakeholder management experience.
• Product management mindset focused on users and outcomes.
• AI fluency and ability to identify automation opportunities.
• Driven with execution focus and curiosity for root-cause analysis.
• Hands-on experience with Salesforce and CS/GTM tools.

Responsibilities

• Own product management of Scout including roadmap and sprint execution.
• Drive CS Operations project backlog for post-launch operations.
• Deliver projects independently with minimal direction.
• Design processes, workflows, and systems to improve post-sales efficiency.
• Partner with leaders across CS, CX, Support, Onboarding, Product Fulfillment.
• Build dashboards, reports, and insights to enable data-informed decisions.
• Contribute to increasing book size CSMs can manage while preserving CSAT/eNPS.
• Leverage AI tools and automation to increase team capacity.
• Support change management and adoption of new tools.
• Report to Director of CS Operations and manage projects from scoping to delivery.

Skills

Product management

AI fluency

Data analytics

Cross-functional collaboration

Project management

Systems thinking

Dashboard creation

KPI definition

Process design

Tools

Salesforce

CS Tools

GTM Tools

Automation Tools

Job description

• Own product management of Scout, including roadmap, stakeholder alignment, sprint execution, and iteration
• Drive the CS Operations project backlog focused on post-launch operations
• Deliver projects independently with minimal direction
• Design and implement processes, workflows, and systems to improve operational efficiency across post-sales functions
• Partner with leaders across Customer Success, CX, Support, Onboarding, and Product Fulfillment to solve operational problems
• Build dashboards, reports, and operational insights to support data-informed decisions
• Contribute to increasing the book size CSMs can manage while maintaining CSAT and eNPS
• Leverage AI tools and automation to increase team capacity and reduce manual work
• Support change management and adoption of new processes and tools across Customer Success
• Report to the Director of CS Operations and manage projects from scoping through delivery

Requirements

• 5+ years in CS Operations, Revenue Operations, or a similar role at a SaaS or tech company
• Strong project management skills with a track record of driving complex, cross-functional initiatives from start to finish
• Systems thinking and process design skills
• Analytical mindset; comfortable building dashboards, defining KPIs, and using data to inform decisions
• Cross-functional stakeholder management skills
• Product management mindset, with focus on users, outcomes, and iteration
• AI fluency; actively use AI tools and identify automation opportunities
• Driven and execution-focused
• Intellectually curious, with focus on root-cause analysis and continuous improvement
• Hands-on experience with Salesforce and other CS/GTM tools

Core Competencies

Demonstrates expertise in product management and operational efficiency within Customer Success, leveraging data analytics and AI tools to drive decision-making and process improvements. Proven ability to manage complex projects and collaborate with cross-functional teams to enhance customer satisfaction and operational outcomes.

Highest-signal resume keywords

• Product Management
• Project Management
• AI Fluency
• Data Analytics
• Cross-Functional Stakeholder Management

ATS Optimization Keywords

Hard Skills

• Process Design
• Systems Thinking
• Dashboard Creation
• KPI Definition
• Operational Efficiency

Soft Skills

• Driven
• Execution-Focused
• Intellectually Curious
• Root-Cause Analysis
• Continuous Improvement

Industry Keywords

• CS Operations
• Revenue Operations
• SaaS
• Tech Company
• Customer Success

Tools & Technologies

• Salesforce
• CS Tools
• GTM Tools
• AI Tools
• Automation Tools