Wrapbook

Customer Success Operations Manager

Wrapbook

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $110,400 - $174,400 per year

About the role

  • Diagnose & Clarify Operational Challenges
  • Identify and analyze breakdowns across onboarding, customer success, and support workflows.
  • Diagnose root causes of operational friction and translate them into clear, prioritized problem statements.
  • Partner with post-sale leadership to align on business definitions of success, service levels, and operating priorities.
  • Design & Implement Scalable Solutions
  • Translate diagnosed operational challenges into clear, prioritized system and process requirements aligned to business outcomes.
  • Design scalable workflows and operating models across onboarding, customer success, and support to reduce friction and improve reliability.
  • Implement solutions through Salesforce configuration where appropriate, or produce detailed technical requirements for implementation by the GTM Systems Architect or contractors.
  • Ensure reliable data capture, signal integrity, and consistent metric definitions across Salesforce and adjacent tools (telephony, chat, support platforms).
  • Partner with systems stakeholders to evolve solutions in scalable, extensible, and secure ways.
  • Partner with Success Leadership to proactively build salesforce processes to support scale, complexity, and new vertical expansion (e.g., Film & TV).
  • Operationalize & Scale Execution
  • Operationalize post-sale success metrics defined by Customer Success leadership, ensuring they are measurable and trusted in Salesforce as the system of record.
  • Support Customer Success–led WBR, MBR, and QBR cadences by ensuring dashboards and reporting are aligned to agreed definitions.
  • Ensure defined capacity assumptions and SLAs are observable in systems (without owning the underlying capacity model).
  • Reduce reactive firefighting by replacing manual coordination with durable workflows and automation.
  • Drive change management through documentation, enablement, and adoption support.
  • Partner with AI Engineering to define requirements for cross-system workflows, while maintaining Salesforce-native automation ownership.

Requirements

  • 3–6+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, Business Systems, or similar roles.
  • Experience supporting post-sale teams in a B2B SaaS or operationally complex environment.
  • Experience identifying business problems, structuring requirements, and driving system or process improvements.
  • Strong analytical skills and comfort using Salesforce and operational data to inform decisions.
  • Strong systems thinking and process design skills, with a bias toward durable, scalable workflows.
  • Comfortable operating in build-mode environments where execution ownership is expected.
  • Strong cross-functional communicator who can navigate ambiguity, align stakeholders, and drive clarity.
  • Customer-centric, with a bias toward accountability, operational rigor, and continuous improvement.
  • AI-first / automation-first mindset with disciplined judgment.
  • Salesforce Administrator Certification (Plat-Admn-201) — Required
  • Salesforce Business Analyst (BA-201) — Nice to have
  • Salesforce Advanced Administrator (Plat-Admn-301) — Nice to have
Benefits
  • Unlimited Paid Time Off
  • Work from anywhere in Canada and USA
  • Health and Dental benefits
  • Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
  • Up to 2% matching RRSP / 401K
  • Learning and Development opportunities
  • Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service
Applicant Tracking System Keywords

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

Hard Skills & Tools
Salesforce configurationprocess designdata analysisworkflow automationsystem requirements gatheringcapacity modelingmetrics definitionchange managementcross-system workflowsoperational metrics
Soft Skills
analytical skillscross-functional communicationstakeholder alignmentproblem-solvingcustomer-centric mindsetoperational rigorcontinuous improvementadaptabilityexecution ownershipsystems thinking
Certifications
Salesforce Administrator Certification (Plat-Admn-201)Salesforce Business Analyst (BA-201)Salesforce Advanced Administrator (Plat-Admn-301)