- Company Name
- Cloudinary
- Job Title
- Senior Customer Success Operations Manager
- Job Description
-
**Job Title:** Senior Customer Success Operations Manager
**Role Summary:**
Leads end‑to‑end delivery of Customer Success (CS) operations projects, co‑manages the CS Ops service desk, and optimizes the suite of CS tools and workflows. Partners with CS leadership and cross‑functional teams to translate business needs into scalable processes, dashboards, and automation solutions, driving operational efficiency and data‑driven decision‑making across a global SaaS organization.
**Expectations:**
- 3‑5+ years of experience in Customer Success Operations within a SaaS environment.
- Proven ability to own and execute operational projects from intake through rollout and measurement.
- Strong communication, stakeholder management, and influence without direct authority.
- Detail‑oriented, proactive self‑starter comfortable in fast‑paced, scale‑up settings.
- Excellent written and spoken English.
**Key Responsibilities:**
- Own full lifecycle of CS Ops projects: intake, prioritisation, implementation, enablement, and impact measurement.
- Co‑manage the CS Ops service desk: triage requests, drive feature enhancements, ensure timely resolution.
- Optimize and maintain key CS platforms (Zendesk, Vitally, Intercom, Rocketlane, Zapier, Jira; Salesforce preferred).
- Translate business requirements into scalable processes, tools, SOPs, and playbooks.
- Develop, maintain, and deliver dashboards, reports, and analytics to support CS KPI tracking (NPS, NRR, CLTV, CSAT).
- Collaborate with MIS, Procurement, and vendor teams on system integrations and vendor management.
- Identify and implement automation and simplification opportunities, leveraging AI tools (e.g., ChatGPT, Google Gemini).
- Serve as trusted advisor to CS colleagues and leadership, championing operational excellence.
**Required Skills:**
- Project management & organisational expertise with strong problem‑solving ability.
- Hands‑on experience with CS tools: Zendesk, Vitally, Intercom, Rocketlane, Zapier, Jira; Salesforce (nice‑to‑have).
- Understanding of SaaS business models, CS workflows, and success metrics (NPS, NRR, CLTV, CSAT).
- Experience creating SOPs and working to SLAs.
- Technical aptitude: SQL proficiency and familiarity with BI tools (e.g., Qlik).
- Working knowledge of Software Development Life Cycle (SDLC) advantageous.
- Ability to influence cross‑functional teams and manage stakeholder expectations.
**Required Education & Certifications:**
- Bachelor’s degree in Business Administration, Computer Science, Information Systems, or related field (or equivalent experience).
- Relevant certifications (e.g., PMP, Scrum Master, CS Ops/Customer Success) are a plus but not mandatory.