Vasion

Customer Success Operations Manager

Vasion

full-time

Posted on:

Location Type: Hybrid

Location: St. George • Utah • United States

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About the role

  • Own the administration, configuration, and optimization of our CS platform.
  • Evaluate, implement, and integrate new tools that improve team productivity and customer visibility
  • Serve as the internal subject-matter expert for CS technology, providing training and support to the broader team
  • Partner with Business Operations to ensure clean data flows across the CRM and CS tech stack
  • Collaborate with the Business Intelligence team to build and maintain dashboards and reports that surface key CS metrics — NRR, health scores, engagement trends, and more
  • Translate data into actionable insights for CS leadership to inform strategy and resource allocation
  • Establish a consistent data governance framework to ensure accuracy and reliability across CS reporting
  • Conduct ad hoc analyses to investigate churn drivers, expansion patterns, and customer behavior
  • Collaboration with GTM Compensation team on plan design and execution
  • Design, document, and iterate on scalable onboarding programs and customer journey playbooks
  • Collaborate with CS Managers to identify gaps in the customer experience and build operational solutions
  • Develop and maintain a CS playbook library covering key moments: onboarding, QBRs, escalations, expansions, and renewals
  • Partner with Enablement or L&D to ensure playbooks are adopted and consistently executed by the team
  • Internal enablement and best practices
  • Build and maintain a renewals forecasting model that gives leadership clear visibility into upcoming renewals and risk
  • Develop early-warning systems using health score data, usage signals, and engagement trends to flag at-risk accounts
  • Support the renewals process operationally — tracking renewal timelines, coordinating with Finance and Legal as needed, and ensuring no renewal falls through the cracks
  • Produce regular churn analysis reports to identify systemic risk factors and inform proactive retention strategies

Requirements

  • 3–5 years of experience in Customer Success Operations or a closely related field at a B2B SaaS company
  • Hands-on experience administering a CS platform (Gainsight, Client Success, ChurnZero, Totango, etc.) and Salesforce
  • Strong analytical skills with proficiency in Excel/Google Sheets
  • Proven ability to design and document processes and playbooks that non-operational teams can actually follow
  • Comfortable working with ambiguity and building structure where little exists
  • Excellent communication skills — you can translate complex data into clear narratives for non-technical stakeholders
  • Detail-oriented and highly organized, with the ability to manage multiple projects simultaneously
  • Nice to Have
  • Familiarity with customer health scoring methodologies
  • Background in customer success or account management prior to moving into operations
Benefits
  • Flexible work environment
  • Vacation Bonus
  • Flexible paid time off
  • Paid parental leave
  • Competitive pay
  • A full suite of traditional benefits
  • Training/Advancement opportunities
  • 401k with company match and immediate vesting
  • Financial wellness education
  • Company-contributed HSA
  • Onsite perks include gym, pickleball, snacks & drinks, arcade, theater room, etc.
Applicant Tracking System Keywords

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

Hard Skills & Tools
CS platform administrationdata governancechurn analysisrenewals forecastingcustomer health scoringprocess designdata analysisreportingdashboard creationproject management
Soft Skills
analytical skillscommunication skillsdetail-orientedorganizational skillscollaborationproblem-solvingadaptabilitytrainingsupportstrategic thinking