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Senior Manager, Customer Success Operations

Fieldguide· Customer Success / RevOps
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Hybrid (San Francisco, CA or Remote (USA))$165k - $205kFull-timePosted 8mo ago

About the role

Senior Manager of Customer Success Operations at Fieldguide, a remote-first vertical AI platform for audit and advisory firms. Owns systems, data, and processes powering a world-class CS organization to drive retention, expansion, and customer health. Cross-functional with RevOps, Product, and GTM Systems; focuses on tooling, data, dashboards, enablement, and process design.

Responsibilities

  • Configure Vitally and Hubspot for CS needs: data model, health scoring, renewals, expansion, verified outcomes, and engagement tracking
  • Own and optimize CS tooling (Vitally, Google Slides/Sheets, Notion, etc.) to drive visibility, workflows, and automation
  • Build CS dashboards and reporting frameworks for GRR, NRR, health trends, pacing, verified outcomes, and renewal forecasts
  • Pull and synthesize data from multiple sources (Amplitude, BigQuery, Hubspot, Vitally) to build centralized Tableau dashboards
  • Lead CS enablement strategy for onboarding, tool rollouts, new playbooks, and process changes
  • Create and maintain internal documentation and self-service content
  • Audit and streamline core CS workflows (onboarding, adoption, expansion, renewal)
  • Identify areas for automation, handoff improvement, and capacity unlock across CSM segments
  • Be the CS voice in cross-functional initiatives (Salesforce, product feedback loops, pricing/packaging impacts)
  • Partner with Product, Sales, and Support to align the customer lifecycle and improve time-to-value and expansion motion

Qualifications

  • 5–8+ years of experience in Customer Success, CS Operations, RevOps, or similar roles, ideally in B2B SaaS
  • Track record of building CS systems and processes from scratch and driving measurable improvements
  • Strong systems acumen with Salesforce, Amplitude, Vitally, BigQuery, and Tableau; ability to structure data and collaborate with RevOps/GTM Systems for automation and reporting
  • Proven ability to design repeatable playbooks, enable CS teams through change, and scale impact
  • Exceptional program management and stakeholder communication skills
  • Passion for driving efficiency, clarity, and customer outcomes through systems and design

Skills

Required:CS systems designData modeling and reportingTooling & automationCross-functional collaboration

Benefits

  • Competitive compensation packages with meaningful ownership
  • Flexible PTO
  • 401k
  • Wellness benefits, including a bundle of free therapy sessions
  • Technology & Work from Home reimbursement
  • Flexible work schedules
Last updated Oct 7, 2026. Interested? Apply on the company site.
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About Fieldguide

Vertical AI for Audit & Advisory Firms

‍Fieldguide is a vertical AI platform for modern assurance and advisory firms that digitizes the end-to-end engagement workflow on a single platform. Built by former Big Four practitioners and experienced technology leaders, Fieldguide is trusted by top CPA firms to improve margins, win new business, and build stronger client relationships. We’re based in San Francisco, CA, but built as a remote-first company that enables you to do your best work from anywhere. We're backed by top investors including Bessemer Venture Partners, 8VC, Y Combinator, Floodgate, Elad Gil, Justin Kan, Qasar Younis, Eric Ries, and more.

artificial-intelligenceb2bworkflow-automationproductivity
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