Senior GTM Operations Manager, Customer Success

About the role

Day-to-day, you partner closely with CE leadership, Applied AI, Business Systems, and Data teams to remove friction and rebuild operations around AI.

Customer success teams keep customers happy after the sale. They onboard new accounts, answer questions, and help users get value from a product. They watch usage signals and step in before customers churn. The role mixes support, training, and account management. Customer success teams are measured on retention, usage, and customer satisfaction. Most companies provide structured onboarding so new team members learn the product deeply first.

Key facts

What you'll do

CE and Business Operations collaborate as you translate data into clear, actionable recommendations that guide leadership decisions.

Friction points across CE are identified so time lost, incorrect data, and process gaps that cost renewals are surfaced and addressed.

Org-wide GTM Ops initiatives are advanced alongside the broader team to support cross-functional priorities and shared goals.

Requirements

You bring 5+ years of experience in Revenue Operations, GTM Operations, Sales Operations, or Customer Success Operations within a B2B SaaS environment.

Your deep familiarity with CE or post-sale GTM motions includes NRR, retention, expansion mechanics, and how CS teams operate day to day.

You understand churn modeling, health scoring frameworks, and expansion pipeline mechanics to inform operational decisions.

You own and improve core ops work such as territory and book-of-business design, capacity planning, and process architecture with limited oversight.

You use SFDC and BI tools to build reporting that drives decisions rather than only documenting activity.

You clearly identify where AI or automation meaningfully improves a process and communicate that view to technical partners.

You work cross-functionally with Business Systems, Data, and Applied AI teams, defining requirements, holding partners accountable, and driving adoption without direct authority.

You have prior experience acting as a business stakeholder for an AI or data product, including writing requirements, reviewing outputs, and driving adoption.

You are comfortable with AI and automation tooling such as Claude, n8n, Lovable, or similar platforms.

Nice to have

Experience influencing Applied AI, Data, and Business Systems partners to deliver solutions that scale across CE functions is valued.

Practical notes

This role operates with significant autonomy to identify what is broken, design solutions, and align stakeholders.

Typical interview steps

Customer success interviews usually include a support scenario, a communication exercise, and behavioral questions. Candidates may be asked to handle an upset customer or plan an onboarding call. Some loops test product knowledge. Empathy and clear writing are the core skills. Interviewers often ask how you would bring an unhappy account back on track. Structure your answer around listening, a plan, and follow up.

Good to know

The role focuses on revenue operations and customer success operations in a B2B SaaS context.

Core tools may include Salesforce, BI platforms, and AI or automation tooling such as Claude, n8n, or Lovable.

The position requires comfort with data-driven decision-making and cross-functional influence.

Questions to ask

Useful questions for the interview: what a typical week looks like, how work is assigned, what tools the team uses, and how feedback works. Asking how the role has changed recently and what the team wishes it had known when joining is also reasonable. Questions about the manager's priorities are especially valued.

Career growth

Customer success careers grow from specialist to manager and director levels. Some people move toward account management or solutions engineering. Deep product knowledge and cross-functional work with support, sales, and product teams become key at senior levels. Success careers reward product depth and relationship skills equally. Many leaders in this function started in support or account management.