OneSource Virtual

Senior Manager, Customer Office Operations

OneSource Virtual

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Create, improve, and streamline Customer Office processes, focusing on scalability and driving outcomes for both our customers and the Customer Office organization.
  • Own the Customer Office technology stack strategy, including end-to-end ownership of Planhat, to continuously configure, optimize, and evolve the system to align with Customer Office and broader business strategy.
  • Design and maintain customer lifecycle stages, health scores, playbooks, alerts, dashboards, and automated workflows within Planhat to enable proactive engagement, risk mitigation, and growth.
  • Define, monitor, and continuously evolve Customer Success KPIs, health metrics, and leading indicators using Planhat and supporting systems.
  • Leverage data and insights to identify operational gaps, prioritize initiatives, and measure the impact of Customer Success programs on retention, expansion, and overall customer health.
  • Provide executive-level insights and recommendations to Customer Office leadership based on trends, risks, and performance.
  • Partner with Systems, Data, Operations, and IT teams to ensure accurate integrations, strong data hygiene, and reliable reporting & workflows across CS tech stack (ex. Salesforce, Planhat, etc.)
  • Drive and govern Planhat adoption across Customer Success teams through embedded workflows, clear standards, accountability, and measurable usage.
  • Partner cross-functionally with Product, Operations, Enablement, and other internal teams to drive continuous improvement of the end-to-end Customer Experience.
  • Develop and maintain operational documentation, SOPs, and execution guides that support consistency, clarity, and scalability across the Customer Office.
  • Own the Customer Office Operations roadmap, balancing short-term business needs with long-term scale and strategic priorities.
  • Lead complex, cross-functional operational initiatives as needed, closing gaps and addressing evolving business needs.

Requirements

  • 6+ years of experience in Customer Success Operations, Revenue Operations, or a related operational role in a SaaS, software, or services environment is required; Domain experience in the HCM, Payroll, or Workforce Management space is a plus.
  • 5+ years in a strategic program or leadership role, driving strategic operations planning and execution.
  • Effective problem solver by thinking big picture, diving into the details, and delivering on objectives and KPIs
  • Demonstrated experience owning and optimizing Customer Success platforms (Planhat or similar), including lifecycle management, health scoring, workflows, and reporting.
  • Strong analytical skills with experience leveraging data to inform decisions, prioritize, and measure business impact
  • Experience partnering closely with Product, Engineering, and Systems teams to deliver customer-facing operational improvements.
  • Strong leadership skills with an emphasis on collaboration, proactivity, and flexibility.
  • Able to influence and gain consensus to drive operational change
Benefits
  • Values-based culture
  • Upward mobility
  • Professional development opportunities
  • Creative collaboration
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer Success OperationsRevenue Operationsstrategic operations planninglifecycle managementhealth scoringworkflowsreportingdata analysisKPI monitoringoperational documentation
Soft Skills
problem solvingcollaborationproactivityflexibilityinfluenceconsensus buildingleadershipstrategic thinkingdetail orientationcommunication