Customer Success Operations Manager

Responsibilities

• Own post-sales data and insights including churn, expansions, product usage, and customer health metrics
• Build and maintain executive-ready dashboards for QBRs and board presentations
• Manage quarterly compensation plans, SPIFFs, quota tracking, and attainment reporting
• Drive automation and process optimization initiatives using emerging AI tools
• Manage and optimize the CS tech stack including Vitally, Omni, and Intercom
• Lead large-scale, cross-functional operational programs and change management
• Support headcount planning and capacity modeling for the Success organization

Requirements

• 3-5 years of experience in Customer Success Operations, Revenue Operations, or related SaaS roles
• Strong proficiency in Excel and Google Sheets
• Basic SQL proficiency
• Experience with Salesforce, BI tools (Looker, Omni), and CS tools (Vitally, Gainsight)
• Proven experience managing post-sales analytics and customer feedback programs
• Experience leading cross-functional projects from planning through execution
• Strong stakeholder management and communication skills

Preferred Qualifications

• Experience scaling post-sales operations in high-growth SaaS environments
• Experience managing compensation plans, quotas, and performance reporting
• Familiarity with Jira and Intercom
• Exposure to ARR modeling or financial partnership with Finance teams

About the Company

Envoy protects the places the world relies on most by unifying people, spaces, and communications in one secure, integrated workplace management platform and ecosystem.