Customer Success Operations Manager

Responsibilities

• Own post-sales data and insights including churn, expansions, product usage, and customer health metrics
• Build and maintain dashboards and executive-ready reporting 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 end-to-end rollout of new initiatives
• Translate business requirements into technical specifications for Data/BI teams

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 Customer Success tools (Vitally, Gainsight)
• Experience managing post-sales analytics such as retention, churn, and expansions
• Experience owning or operationalizing NPS and customer feedback programs
• Proven track record of leading cross-functional projects from planning through execution

Preferred Qualifications

• Experience scaling post-sales operations in a high-growth SaaS environment
• Experience managing compensation plans, quotas, and performance reporting
• Experience supporting headcount planning or capacity modeling
• 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. More than 16,000 workplaces around the world trust Envoy to run secure, compliant, and connected operations.