Customer Success Operations Manager

Books and coverage — Own CSM account assignments, book rebalancing as the customer base grows, segment and tier definitions, and book size and capacity modeling with Strategy & Analytics, including clean transitions when a CSM joins, moves, or departs

The CSM workspace — Own what a CSM works out of every day: HubSpot views, properties, and dashboards, plus the CS manager roll-ups behind 1:1s and forecast reviews, evolving them as stakeholder needs change

Renewal forecast — Run the weekly cadence: CSM submissions, stage and risk-flag hygiene, renewal date accuracy, and the roll-ups CS leadership commits from

Journey milestones — Track onboarding and adoption so time-to-value is measured the same way across every CSM and segment, and build the usage and value data packs CSMs take into QBRs and renewal conversations instead of assembling by hand, track onboarding progress 

The retention numbers — Own monthly and quarterly GRR, NRR, churn, and expansion reporting alongside ARR reconciliation across HubSpot, Stripe, and Hex: resolve discrepancies before they reach leadership, cut results by CSM, segment, and region so managers can coach from them, and supply the attainment inputs behind the quarterly CSM comp cycle

Churn and attribution — Run the churn and downgrade process from CSM intake through reason coding and closed-loop reporting to Product, and audit expansion and renewal attribution so credit lands correctly between CS, Sales, and Channel

Data integrity and automation — Keep the objects CSMs depend on clean (renewal records, subscription and entitlement data, contacts and stakeholders), triage field requests by fixing root causes rather than symptoms, and partner with GTM Engineering to automate what recurs; every hour of CSM admin you remove goes back to customers

Enablement and documentation — Partner with Enablement on repeatable CSM system training and new-hire ramp, and document the processes you run in Notion so nothing depends on any one person

4+ years (typically 4 to 7) in Customer Success Operations, Revenue Operations, or GTM/Sales Operations at a B2B SaaS company, with meaningful time supporting a CSM or renewals team

You've owned recurring processes—renewal forecasting, retention reporting, health scoring, book management, ARR reconciliation—end to end, from intake to output, against deadlines that don't move

You know what a CSM's week actually looks like: what they're accountable for, where the system fights them, and which "quick asks" are really a broken process

Fluency with recurring-revenue mechanics: you can explain the difference between GRR and NRR, know how a mid-term upgrade or a co-term should be handled, and can spot when a churn number is wrong before someone else does

Strong CRM operations fluency, HubSpot strongly preferred: you know objects, properties, workflows, routing, and reporting well enough to diagnose issues, make low-risk changes yourself, and spec complex builds for GTM Engineering

Strong analytical skills and an automation instinct: comfortable reconciling data across CRM, billing, and product usage into a clear answer, and quick to automate the work that repeats

Clear, direct communication and discretion: credible with CSMs and senior CS leaders alike, careful with compensation and customer data, and quick to escalate exceptions and risks rather than sitting on them

Familiarity with the modern GTM stack—we run HubSpot, DealHub, Gong, Orum, Apollo, Hex, and Notion, and you don't need every tool on day one. CS platform administration (Gainsight, Catalyst, Totango, or similar), product analytics, BI (Hex, Looker, or Mode), SQL, or Stripe exposure is a plus