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Manager, Customer Success Operations

TENEX.AI· Customer Success
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Hybrid (Sarasota, FL HQ), Hybrid (Scottsdale, AZ), Hybrid (Kansas City, MO SOC)Full-timePosted 2mo ago

About the role

The Manager, Customer Success Operations owns the operating system beneath the post-sales organization, including data, tooling, voice-of-customer signals, and operating cadence to enable CS, Rapid Deployment Team, and Professional Services to run on facts. It’s a builder-operator role establishing reporting, tooling, health scoring, survey programs, and data governance for a scalable post-sales function at TENEX.AI.

Responsibilities

  • Serve as the single reporting owner across the full post-sales organization — CS, RDT, and PS.
  • Define metric requirements with leadership, build dashboards, roll them out, and operate them as the single source of truth for post-sales performance.
  • Stand up and maintain core portfolio views: GRR/NRR, portfolio growth, renewal trends, at-risk and escalation trends, health distribution, engagement and adoption, time-to-value, and delivery quality.
  • Provide reporting tailored to each post-sales team — deployment throughput for RDT, health and retention for CS, utilization and margin for PS — under one consistent framework, including customer-by-customer profitability.
  • Own metric definitions and taxonomy so numbers mean the same thing in every room, and produce and automate the recurring executive data pack.
  • Own the Customer Success platform end to end — evaluate, define requirements, select, implement, and administer it in production (e.g., Velaris, Gainsight, Planhat).
  • Operationalize frameworks inside the tool: health scoring, segmented engagement model, playbooks, lifecycle stages, renewal triggers.
  • Own the CS-relevant Salesforce data model — objects, fields, and data quality — with RevOps, and serve as CS interface into Salesforce change management.
  • Own cross-system data governance and integrity so every dashboard rests on one trusted set of numbers.
  • Own the customer health-scoring model — inputs, scoring logic, thresholds, and roll-up rules.
  • Instrument health scoring inside the platform so scores update automatically and calibrate the model over time.
  • Drive adoption so health scoring informs daily actions, at-risk plans, renewal triggers, and executive reviews.
  • Build and run the CSAT program and a relationship-level NPS motion.
  • Instrument surveys, manage cadence, and own closed-loop follow-up to convert detractor signals into action.
  • Report sentiment trends and tie them to health, renewal, and delivery data as leading indicators.
  • Own and influence customer communications infrastructure, templates, and standards for urgent/incident and standard operational communications.
  • Own urgent-comms mechanics — notification triggers, distribution, routing, and time-to-notify standards.
  • Operationalize the segmented coverage model and keep the capacity/headcount model as a living planning tool.
  • Run renewal motion operations — cadence, at-risk and save-plan tracking, and renewal inputs to leadership and RevOps.
  • Orchestrate the operating calendar — QBR/EBR support, staff-meeting data pack, and automated executive review inputs.
  • Build and own the automation layer to scale operations.

Qualifications

  • 5+ years in Customer Success Operations, Revenue Operations, or CS strategy/analytics in a B2B SaaS or managed-services environment.
  • Demonstrated ownership of a CS platform (Gainsight, Velaris, Planhat, ChurnZero, or similar) from evaluation/implementation through steady-state administration.
  • Track record of building operational infrastructure in a scaling organization.

Skills

Required:Analytical and data fluencySalesforce data administrationCS metrics fluency (GRR, NRR, health scoring, segmentation, renewal motions)

Benefits

  • (Not specified in the description; omitted to avoid filler)
Last updated Aug 6, 2026. Interested? Apply on the company site.

About TENEX.AI

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