Cyera

Customer Success Operations Manager

Cyera

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

SeniorLead

Tech Stack

Tableau

About the role

  • Support the development and maintenance of core CS processes across customer onboarding, adoption, support, training, and ongoing engagement.
  • Document and refine SOPs, workflows, and internal playbooks to ensure consistency and operational rigor.
  • Identify inefficiencies and propose process improvements to streamline CS team execution.
  • Partner with cross-functional teams to reduce manual work, eliminate friction, and improve customer experience.
  • Build and maintain dashboards and reports that provide visibility into customer health, usage, adoption, and retention indicators.
  • Ensure data quality and accuracy across CS tools, systems, and reports.
  • Track operational performance and surface trends and risks to CS leadership.
  • Support forecasting and planning efforts with structured, data-driven insights.
  • Assist in the evolution of customer health scoring to reflect usage, value realization, and engagement.
  • Help identify at-risk customers early by monitoring signal-based indicators.
  • Collaborate with CS leadership on escalation processes and risk-mitigation workflows.
  • Support the Renewals team by improving workflow consistency, data hygiene, and reporting accuracy.
  • Ensure high-quality handoffs between CS, Renewals, and Account Management.
  • Maintain documentation and process clarity for renewal-related activities.
  • Help onboard and train CS team members on processes, tools, and operational best practices.
  • Ensure CSEs and AMs have quick access to high-quality documentation.
  • Contribute to project management and execution of CS Ops initiatives.

Requirements

  • 8-10 years of experience in Customer Success, CS Operations, Sales Operations, RevOps, or a related role in a SaaS fast-paced environment
  • Strong analytical skills with experience using BI tools (e.g., Tableau, Looker, Power BI)
  • Ability to independently build reports, dashboards, and structured insights
  • Experience working with Salesforce and customer-facing tooling
  • Strong project management and organizational skills with high attention to detail
  • Proven ability to collaborate cross-functionally and communicate clearly with technical and non-technical stakeholders
  • Comfortable operating in a fast-paced, rapidly evolving environment
  • Strong problem-solving skills and a bias for action
  • Excellent verbal and written communication skills
  • Ability to document processes and drive adoption of new workflows.
Benefits
  • Ability to work remotely, with office setup reimbursement
  • Competitive salary
  • Unlimited PTO
  • Paid holidays and sick time
  • Health, vision, and dental insurance
  • Life, short and long-term disability insurance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysisreport buildingdashboard creationprocess improvementcustomer health scoringdata quality assuranceforecastingSOP documentationworkflow optimizationproject management
Soft skills
analytical skillscollaborationcommunicationproblem-solvingorganizational skillsattention to detailadaptabilityindependencetrainingstakeholder engagement