CS Operations Manager

Healthee•New York, NY

1d•$115,000•Hybrid

About The Position

As the Customer Success Operations Manager, you will be the operational engine behind our Client Services organization. This is a foundational, high-impact role responsible for designing, implementing, and optimizing the systems, processes, data flows, and insights that empower our CS team to deliver world-class experiences. You will collaborate closely with Customer Success Managers as well as Product, Revenue Operations, Data Science, Implementation, and Executive Leadership. Your work will directly influence how we support customers, measure success, drive adoption, and grow revenue through renewals and expansions. The CS Operations Manager will report directly to the VP of Client Services. If you thrive in high-growth environments, love building from the ground up, and are motivated by enabling teams to do their best work, this role is for you.

Requirements

2–5+ years in CS Ops, Revenue Ops, BizOps, or a similar role at an early-stage company.
AI forward mindset, leveraging AI solutions (e.g., Claude) to support the team’s ability to scale and achieve their OKRs.
Comfort working with CRMs and customer data.
Strong operational thinking and a knack for turning complexity into simple processes.
Ability to collaborate across teams and support CSMs with practical, scalable solutions.
Excitement for building from the ground up in a fast-moving, high-growth environment.

Responsibilities

Build and Optimize Customer Success Systems & Infrastructure
Own the development, configuration, and ongoing refinement of the CS tech stack, including CRM (e.g., HubSpot), customer data sources, Claude, and CS tooling.
Ensure clean, structured, reliable customer data across systems and design processes for continuous data hygiene.
Evaluate, recommend, and implement new CS tools (e.g., CS platforms, feedback tools, automation solutions, AI tools).
Drive Customer Insights & Reporting
Develop dashboards, scorecards, and reporting frameworks for internal and external stakeholders.
Turn customer data into actionable insights that enable the CS team to improve customer health, reduce churn risk, and identify expansion opportunities.
Partner with the Data Science team to enhance visibility into customer behavior and product usage trends.
Build Scalable Processes & Documentation
Create, maintain, and optimize CS standard operating procedures (SOPs) for onboarding, account management, renewals, escalations, and customer communications.
Document key workflows and ensure alignment across CS, Implementation, Sales, and Product teams.
Identify operational bottlenecks and lead cross-functional initiatives to streamline CS delivery.
Partner Cross-Functionally to Enable Customer Success
Collaborate with Product to relay insights from customer trends and help prioritize product feedback.
Support the enablement of CSMs through playbooks, training materials, client-facing resources (e.g. QBRs), and systems education.
Serve as a strategic partner, helping the team scale without sacrificing customer experience.