Customer Success Operations Manager
Description
About the Role
As the Customer Success Operations Manager you will be the architect of how our post-sales motions (onboarding, adoption, renewal, expansion) scale and operate with precision. You will design and maintain the process, data, tools, and governance that allow our Customer Success team to focus on driving outcomes, not firefighting workflows. You’ll partner across Sales, CS, Systems, and Analytics to define end-to-end lifecycle stages, handoffs, health metrics, and operational rhythm.
Location - Hybrid in Austin, TX - (In the office 3-4 days per week Monday, Tuesday, & Thursday)
What You’ll be Doing
- Design, document, and maintain global Customer Success operational processes: onboarding, adoption, renewal, expansion, and churn prevention
- Define handoff frameworks between Sales → CS; ensure each motion has clearly defined stage criteria, ownership, and SLA
- Partner with Sales Ops leads to embed processes into Salesforce and the broader Sales tech stack; collaborate with Systems to enable the workflow
- Work with Analytics CoE and CS leadership to define, track, and report on key success metrics: e.g., Net Dollar Retention (NDR), Gross Retention Rate (GRR), Expansion ARR, Time-to-Value (TTV), Health Score adoption
- Evaluate tooling and data flows for Customer Success (CS platform, Salesforce, usage/health tools); drive improvements, integrations, and reporting enhancements
- Provide enablement, training, and documentation for CS operations: playbooks, handbooks, shared resources that scale globally
- Identify operational bottlenecks, data quality issues, and friction points in CS workflows; propose and execute continuous improvement initiatives
- Serve as a cross-functional liaison between CS, Sales, Systems, Analytics, and Product to drive strategic initiatives (e.g., adoption programs, risk-flag workflows, renewal/upsell campaigns)
About You
- 3+ years in Customer Success Operations, Customer Success business process, or equivalent in a SaaS environment. Preferably covering renewal/expansion and/or CS tooling.
- Strong process design and operational execution skills: you’ve taken ambiguous customer-lifecycle challenges and built scalable processes around them.
- Comfortable with data, dashboards, health scoring, and metrics — you can partner with analytics teams to translate outcome into actionable insights.
- Experience working with SaaS tools/platforms used in CS operations (e.g., Gainsight, Totango/Catalyst, Planhat or similar), and deep comfortability with Salesforce CRM handoff and lifecycle workflows.
- Excellent communication and cross-functional collaboration skills — you’ll work across Sales, product, and systems teams globally.
- Problem-solver mindset and drive for operational excellence: you anticipate what’s broken before it breaks and put preventive systems in place.
- Bonus: experience in a global organization (Americas + EMEA) with process standardization across region-segments
About Us
NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 30,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management.
What You’ll Love
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-time work that is hybrid remote.
We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
We help you prepare for your financial future with our 401(k) plan.
We prioritize your work-life balance with our unlimited PTO.
We reward your work with opportunity for growth and advancement.
Additional Information
This position is NOT eligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
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