Senior Manager, Customer Success Operations & Insights

Ryan; Plano (TX); Hybrid; USD 120,000 - 165,000; Full time

Benefits offered by this job

Hybrid work options

Award-winning culture

PTO benefits

Paid parental leave

Job summary

Ryan seeks a Senior Manager, Customer Success Operations to build and optimize systems, data, reporting, and processes enabling scale across the CS org.

The role combines analytics, systems administration, process design, and leadership, owning reporting, data quality, platform administration, and compensation reporting while partnering with CS leadership and other functions to drive scalable, data-driven improvements.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• Seven or more years in Customer Success Operations or related discipline.
• Experience administering CS platforms (e.g., ChurnZero, Gainsight, Totango).
• Experience developing workflows, dashboards, health scoring, or lifecycle programs.
• Experience with CS metrics: GRR, NRR, churn, renewals, expansion, adoption.

Responsibilities

• Owns Customer Success reporting, dashboards, and performance analysis.
• Maintains data governance standards to ensure data quality.
• Administrates the CS platform and compensation reporting.
• Identifies opportunities for standardization, automation, and scalability.
• Leads cross-functional projects and influences stakeholders without direct authority.
• Develops actionable insights to enable leadership decisions.

Skills

Analytical skills

Problem solving

Customer Success knowledge

Operational initiative

Communication skills

Project management

Self-direction

Education

Bachelor’s degree in Business Administration / Analytics / Finance / Info Systems

7+ years in Customer Success Operations / related

Tools

ChurnZero

Salesforce

BI / Reporting

Microsoft Excel

SQL

Job description

Ryan seeks a Senior Manager, Customer Success Operations to build and optimize systems, data, reporting, and processes enabling scale across the CS org.

The role combines analytics, systems administration, process design, and leadership, owning reporting, data quality, platform administration, and compensation reporting while partnering with CS leadership and other functions to drive scalable, data-driven improvements.