Customer Success Operations Manager

As a key member of the Revenue Operations team, your primary responsibility will be to leverage data, tools, and scalable processes to improve the post-sales journey and enhance the effectiveness of our Customer Success, Professional Services, and Support teams. Your work will directly impact customer retention, expansion, and overall satisfaction—helping shape the future of how we serve and grow our customer base.

At Atlan, we are building the ultimate GTM Operations team. This is your opportunity to take ownership, push boundaries, and be part of a team redefining the next generation of Go-To-Market (GTM) by aligning strategy, process, and execution. If you thrive on solving complex challenges, leveraging creativity, data, and technology to drive meaningful impact, we’d love to have you on this journey.

What Will You Do? 🤔

• Own and optimize the Customer Success tech stack (e.g., Vitally, Hubspot, Salesforce, Zendesk, Mixpanel, Sigma).
• Design and implement data-driven workflows that help Customer Success Managers (CSMs) prioritize at-risk accounts and identify expansion opportunities.
• Define and operationalize CS and Professional Services playbooks to drive implementation, adoption, retention, expansion, and customer satisfaction.
• Develop and enforce operational rhythms for renewal forecasting, account strategy, risk mitigation, and territory management.
• Analyze customer usage data to provide actionable insights and drive proactive engagement strategies.
• Leverage cutting-edge AI tools and automation to enhance Customer Success performance, reduce friction, and improve efficiency at scale.
• Support business leaders in understanding and leveraging data by creating dashboards, visualizations, and reporting frameworks.
• Work cross-functionally with Product, Sales, Marketing, and Data teams to ensure alignment and collaboration on CS initiatives.
• Take ownership of strategic initiatives and continuously improve the efficiency and scalability of the Customer Success function.
• This is a high-impact, cross-functional role requiring a mix of analytical skills, strategic thinking, and a deep understanding of customer lifecycle operations.

What Makes You a Match? 😍

• We’re looking for a strategic thinker and problem solver who thrives in a fast-paced, data-driven environment.
• A minimum of 5+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Strategy, or a related role.
• Hands-on experience managing CS tools like Vitally, Gainsight, Totango, or ChurnZero.
• Proficiency in CRM and BI tools (Salesforce required; Sigma, Tableau, Snowflake, SQL a plus).
• Strong analytical and problem-solving skills, with the ability to break down ambiguous problems into structured solutions.
• Experience building dashboards and visualizing data to tell compelling business stories.
• A systems and process mindset, with experience optimizing workflows and implementing scalable processes.
• A passion for innovation and AI-driven operations, with experience using AI tools and automation to enhance customer success outcomes.
• Cross-functional collaboration experience, working with teams across Sales, Marketing, Product, Finance, and Data.
• A proactive and ownership-driven attitude, with a passion for process improvement and efficiency.
• Excellent communication and storytelling skills, with the ability to drive alignment across stakeholders.
• Experience in a startup or high-growth SaaS environment is a plus.

If you love diving into data, improving operational efficiency, and building scalable processes that drive impact, we’d love to hear from you! 🚀